Service is up to ****!!!!!

I sent a request through to Virgin Money. (09/06/2015) On the automated response it said that I will receive feedback within 24 hours! After 24 hours they simply said no documents attached. (10/06/2015) Like it took 24 hours to pick that up!!! I sent the email again with the attachments. I waited....and waited.....and waited.....I only received a response 5 days later (15/6/2015) after I phoned to find out what is happening!!!! Needless to say, I was livid. I was then told my query is resolved, but it was not what I asked for!!!!! So I sent a long email (15/06/2015) advising them that it is not what I asked for and they simply said that sorry this is how it is. Their system calculated that amount and I have no say! I advised them that 2 other banks offered me much more but Virgin Money can't tell me why not!!!!! I am not in the least impressed!! I don't recommend Virgin Money to ANYONE!!! Their service is really bad and their feedback is non existent!!!!! I can afford R1600 per month on accounts, but I cannot afford R800 on a credit card????? HOW????!!!!!! (Since I want to pay off accounts with credit card) So R800 will replace R1600.....But I can't afford it!!!! RIGHT!!!!