A month and still no response

I have written emails requesting assistance as i have changed the bank and have moved all my debit. I called last month and the lady said she will call me in 10 minutes but never did. Its the second month and still no assistance. But when they wanted me to sign up they called within 5 minutes. Its either you assist me or send someone to remove your device and do not penalise me for contractual cancellation. #BlackFriday My contact Mr Moeketsi Mosese ***