Bad customer service

I went for new glasses there. The staff and optometrist is very friendly. You can choose to pay off any extras over 6 months, which is why I like to go there. This is not the first time there . The service was very good first time around Second time around not so good. Payment options where not explained as to the debited date. I specifically said my payment date is the 25th of each month. Then they debited my account the 24th so I had to pay a penalty. When I contacted them they said they were gona give me a call back. That didn't happen. They send a message to say my spectacles are ready for collection. Got there they assisted me with it . Then the accounted spoke to me in front off other clients that they will not honor the penalty fee as they will take the money a day before if payday falls on a Saturday, and did I not read my quote? She has no tackt. Two years ago wen I got my other spectacles I never had a problem like this. This was not made clear the day we arranged everything. Accountability is what she must take. I will never go back there and I feel sorry for the other staff, cause their service is very good. I will not recommend them to anyone because off her way off handling inquiries.