System issues or just plain laziness from staff?

Year after year when the City of Cape Town increase their rates I have endless difficulties increasing our debit orders. This year it is by far the worst. On our one account my wife send an email on the 23rd of July 2025 at 11:22am and after the d/o amount wasn't increased the 7th of Aug. She then sent another email on the 26th of August 2025. Now ONCE again the debit order amount wasn't increased, after I called and hanged on for ages they said we must now for a 3rd time send an email!!! Can someone PLEASE tell me, is there a system issue, or does someone lazy that receive these emails and just delete it? It is already bad enough that our account increase WAAAY over inflation, but getting service like this from the City of Cape Town that is suppose to operate better? This is really very frustrating.