Bad service and incompetence

The service i received from the consultant was very poor, i really do not understand why a simple service query needs a person to first complain to be assisted, i spoke with Didintle Keikabile from customer service asking my credit card limit to be decrease by available balance she seems to understand what i wanted but it was not done properly available balance taken away but limit is not decreased,why a simple thing like that needs to be a hassle as am not applying for want credit facility,***