Not responsible towards clients

Since I join the Genric team for my son's medical aid ( he is disabled ) I am struggling with the debit order, I arrange a date and then the medical aid do not comply with that date, and every time the debit order lapse there is banking fees on my side. So I cancelled it and pay it myself, it went well for one month, this month and december the debit order was not at the right time so I lost R 315.00 in BANKING FEES DUE TO NEGLIGENCE. I phone in today the Welkom branch, the lady was arrogant and rude and laughed at me when I said I need my banking fees back. This is not my FAULT, I NEED URGENT ATTENTION BECAUSE IT IS UNEXCEPTABLE !!!!!!!!