Useless Account Management!!!!

I called on the 8th of January as my account has not yet been debited for December, where I dealt with Carol Mabaso who informed me that my previous SMART Card account wasn't cancelled in December even though I called to cancel it a day before my Explora account (DDP) was activated. She assured me that my account would be debited in the week but to this date has not happened (***). I called today to find out why my debt for January and Melusi refused to take my details to call me back once the system was back up. I then requested to be put through to a supervisor Jabu Radebe who didn't verify my details and couldn't wait to get rid of me and put the phone down. I insisted that he confirm my telephone number which wasn't mine, I then asked him to confirm who he thought he was speaking to and said I am Ms I Englebrecht who I am not. Surely it is procedure to confirm client's details when promising to call them back? I urgently need to get my account sorted and refuse to pay for debt that had to go off in December as I made an effort to get it sorted and still nothing has been done. Appalling service! I also need my account to be changed from debit order to direct deposit.