ABSA/ *********?

I spoke to a lady called Sarah from the pre-legal dept. who does not understand the difference between a reference number for a call and a confirmation email. I requested that I be sent a confirmation email as she insisted my debit order date be changed just for this month with a new premium. I went through the same thing last month and was never sent any confirmation to reflect any changes to my account and as a result, an incorrect premium was debited against my previous arrangement. She says ABSA does send confirmation irrespective of any arrangement or changes that are made to my account so I have nothing in black & white/ even electronic. I find this particularly odd for such a big institution to not be able to send confirmation of any changes to my account as this means anyone can make changes to that account and I wouldn't know. She was rude and hung up on me but told me beforehand that your lines automatically cut-off after 20 mins... Which is the biggest load of ******* I've heard coz I could tell she wanted me off the phine. I don't even know what the arrangement is at the moment because ABSA does not confirm any changes made to an account and we had noy reached a final consensus. I might have been speaking to a ********* for all I know but I have nothing to confirm that I was indeed speaking to absa and that the correct changes were made. ABSA, please train your staff adequately and create preventative measures to protect yourself and your clients.