EBS won't take my money

I set up a EBS family savings account in August, and wanted to set up a d/d to pay money into it every month. Despite being assured a few days before it was set up that the first d/d would be done on 1/9, it wasn't. I called and was told the mandate had gone in too late. Fine, unavoidable. However, it's now the third, and they've not taken the October payment yet either. Missing last month's has cost me interest. Missing this month is going to cost me around the same. Do I have any comeback with EBS? Can I get them to backdate a payment or anything (to 1/10)?

I'm calling them in the am to discuss, but I'd be interested to know whether I have a leg to stand on.

Sounds like EBS's fault. EBS should compensate you if that is the case.

That's what I thought too, but the guy I spoke to stated without doubt that there was nothing they could do about the Sept payment. He did say that he could change the date on the October payment to the 7th to get it then. I still lose out, but could be worse. Could be a lot better, too.

Then they turned around today and sent me a letter telling me that there was some personal documentation missing and they couldn't set up my account without it. Shambolic.