*********** staff to handle clients queries

my father went to the branch on the 6th April to enquire if debit orders do go through an account that has been frozen and he was told yes debit orders do go through in such status of an account. he went again on the 30th April, the bank confirmed the same information. only to discover today that the same people we trust with our information knows nothing about what's happening in their own industry. I don't understand why such a big institution can afford to put *********** staff as front liners. since the 6th April, we could have made other arrangement of diverting all debit orders to a different account. now he's having unpaid debit order and the branch cant do anything about it. he is a pensioner and has to travel over 30km to his nearest ABSA branch for such a useless service. how do we now make sure the debit orders have been paid in such short notice? .