Funds not showing

On 2025/01/23 i sent an email with ref *** requesting to change my banking details, i got a response on the following and what they needed. I sent back the email on the same day with my new bank confirmation letter. And they responded saying that they have technical issues with their system and the email was closed. On the 31st i noticed that the debit order dis not go through, i went onto my account got banking details and i made an eft payment which is reflecting on my finchoice statement. Now when i try to access the funds it says i cannot make a withdrawal. I have been calling since 2025/02/03 and all the consultants i speak to are telling me different stories. One said that she has escalated the matter to the payments department and it should be fixed within 2 hours, another one said even though i made an eft payment they still want to deduct on my account and they will refund me, another said i need to close the account since its paid up and re-apply and the payment i made on the 1st is not reflecting on their side. Another one said its because the system is showing that it awaiting a debit order madate approval on my fnb account, but i did approve the debit order on my fnb account till today its showing as approved. I am very confused i have spent loads of airtime trying to call and each time i am told to wait on the line until it gets cut off. I am really not happy, especially because i made means to change the banking details in time and after seeing that it was not debiting i made means to make an eft payment but the kind of service im getting is not right. And the consultants are very rude.