Irate

I got a call from their agent telling me they will still not reimburse me for bank charges. I said ok if the company came to that conclusion I need my recordings as they always announce that calls are recorded and why were the agents agreeing to something they are not sure off? I was not debited on the 24th and I’m awaiting for proof that states they tried debiting my account cause my account is not reflecting that but only shows I got debited on the 1 st of march how come wherelese their tracking states 3 days? If it didn’t get money on the 25th why would it debit on the 1st that’s 4 days after. I need recordings of me making payment arrangements and them agreeing to their system not debiting me. I want to escalate to the ombudsman