Credit record deliberately being damaged

My credit record is being affected as a result of the bank consultants refusal to change my cycle for charges of my account. Happened at consultant no 9 at charlotte Maxeke street in Bloemfontein. Whats shocking is that after not understanding what my request was she called the credit department and i spoke to a lady and i told her my instruction and she understood and told me to handover the phone back to the consultant so that she can tell her how to change my cylcle, but after she hanged up i was still not assited