Juane Niemand lacks listening skills(very disappointing)

I called the AVAF department yesterday 17th May '22 and spoke to an agent by the name of Juane Niemand and requested changes to be made on my account, only to find out the agent did not capture anything that was discussed and what she agreed she could do and instead she did her own changes on my account. This is really disappointing because we call the bank to notify ABSA and trusting its call centre agents to do the right thing on the banks behalf however only to find out the agents are not paying attention on calls and NOT taking instructions on what we requested as customers. Juane Niemand my dear please do not create things that are not requested by customers. Listening skills are a big factor if you're going to be working in a call center and what you did was also very dishonest and almost **********, if I didn't call in today to check if all was in order then we would be talking of a different story.