Poor service and no one answers a phone

At the end of April '19, I telephonically requested my debit order date to be changed from 26th of the month to the last day of the month. The consultant confirmed that it was done. On 24/05/2019 my debit order went off my cheque acc which resulted in other debit orders bouncing and me having to pay the penalties for that. None of the numbers go through to a consultant to assist me with this. I am placed on hold for over 20mins at a time. I spoke to Grant Sherratt on my secure chat yesterday and he confirmed that he changed my debit order date and it would be in effect in 24hours but when I spoke to Sello Leketa today, he said they (at Premier) cannot make these changes. So was this fixed or not?? He has logged a request to send the recording of the consultant confirming that she changed the date to the closest branch to me then I will take this further. Also, who is going to cover the (almost) R500 in bounced debit order charges that came off my account because of FNB's error?? This is really horrible service and if I could get through to a consultant, this wouldn't be AS frustrating as it is now!