What is service?

I emailed DirectAxis on 2 occassions regarding changing my debit order date - 6 July 2022 and 13 July 2022 - I received a sms notification 13 July 2022 stating that I need to contact DirectAxis - missed the call later the afternoon due to working hours. I called 18 July 2022 spoke with 'Eepa' first who could not transfer my call said that someone would call me back, no one called - afternoon I called and spoke with Thandeka who said that she would have Jenny call me back, no call from Jenny either. My issue regarding the poor service is 1) no action to changing my debit order as originally requested 6 July 2022 and then 13 July 2022 2) both ladies politely told me that as the debit order is due this week and it has not been changed there is nothing they can do - had the actual request just been actioned as initially requested I am sure this dilemma could have been avoided 3) absolute worst service I have ever experience considering this is a financial institute that is regulated by FAIS. No one has returned my call not from 'Eepa's' call nor from Thandeka's call. Cherry on top - I was asked to rate the service, really? - 1 consultant had me on hold for more than 10 minutes without checking up on me... I exhausted all communication avenues and still nothing has happened.