Bad service from ABSA Home Loans.

I lodged forms for the reduction of my mortgage debit amount on the 26th of November 2024. This was not actioned by January 2025 debit order run. ABSA did not contact me on my email, even after I raised the comment asking if anything else is required when I submitted said completed forms. It is only after I logged a case (C-***1) and followed up with ABSA, was I then made aware that there was an internal issue and the request has been actioned. Can ABSA not communicate back with me on my email or phone, if there are any issues? Why do we provide these when banks can't communicate with us properly? I am not left overdrawn because ABSA Home Loans failed to act in time.