Shocking service

I have just had the worst experience. I requested a settlement letter and tried to settle my account. I have not been able to load Direct Axis as a beneficiary. I eventually went into my bank to see if they can assist. We eventually phoned DirectAxis to find out what the problem is. After numerous calls we where told that the Account holder is Wesbank Motor Finance. My question, is this not important information to put on a settlement letter? My settlement has expired and the frustration for two days to load as beneficiary is just unacceptable. Rest assured I will not be taking a loan from them again. Very very bad customer service.