Unfairly treated by African bank

I requested a settlement amount in August 2020. Due to the debit order run already inplace I was advised that I should call in September 2020 in order for the debit order to be processed timeously. Today when I called the settlement figure was totally incorrect and it was mentioned that this is what was on the system. When I questioned it the consultant mentioned the system. I said that I would like to log a complaint whereupon the consultant kept me online for 15mins and said I would receive an sms after the call. That's was this morning it's now after 4pm and no sms of the complaint.