Inability to answer simple questions

About a month ago I sent an enquiry to understand why all of a sudden the automatic payment set up for my credit card was not going through. I am still waiting to get answers, meanwhile I got an answer back that the amount on the card was the fee (not even remotely what I was asking) and that a declined amount of R7000 shows on my card. This is a new card and not my transaction, AGAIN no answer!!! Are you lacking training or lacking interest in client queries? Surely I have a right to know what is happening on my account...??? Plus, this none payment will affect my credit score!!!! Because of who exactly????