Failure to Assist customers

I am extremely unhappy with the service I have been receiving from the FNB HOME department, We have been struggling for 3 months to change our debit order date. Why is that consultants are able to call and send emails but when we respond with the requested documentation no one responds to our emails and we are unable to be assisted telephonically? Yet we are subjected to calls and emails for non payment? For the second best bank in South Africa I am highly disappointed and am left to feel that your aim may be to ruin our credit record at this point.