Shocking service

I have a credit card and personal loan with Absa. On 06-11-2015 I called Absa to amend my banking details for debit purposes and was informed to send an email to [Email Removed] which I did. I then realized on the 25-11-2015 that they only debited for the card and not the loan. I called on 27-11-2015 and spoke to Salerio Ryan who told me I have to hurry as he is done for the day and he wants to go home, he advised me to send the banking details amendment documentation to him and confirmed that from December the loan amount will be debited. To my surprise when I check my statement today they did not debit for the loan, only for the card. I called today 05-01-2016 and spoke to Rayden to find out what happened and was told I have to go to the branch as it cannot be amended by them. That was very confusing to me as I was assured it will be amended. Now I have to go to the branch to change them which I should have been informed of in the first place. The service fails to meet my expectations. I am very disappointed and frustrated.