Direct axis account dpt TERRIBLE

Hi, Im really shocked at how long it takes for queries to be dealt with at direct axis, i wanted to apply for a credit card at capitec yesterday and i couldnt do that because direct axis changed the reference number and name when deducting my instalment so now capitec is seeing that as two loans going off and its not so they declined my application. Ive been trying from 08:07 this morning to get a letter stating that both ref name and number is indeed direct axis so that capitec can see that is only one amount , the day is almost over after emailing, getting in contact over fb & phoning multiple times nothing has been done to assist me in this matter and the fault is on their side ,now i have to struggle to resolve it. I dont see why they need to change the ref number and name every second month but the statement shows one ref number but that is not the case. I need to get stuff done but because direct axis account department cant even be bothered to fix their mistakes now i have to deal with this again tomorrow. I requested a mangers email or a coordinator of the department and nothing. Very frustrating to think they are dealing with massive amounts and this is the service we are getting.