Poor service and incompetence employees

on 1 August 2020 i called absa to update my home address as i moved to a new house, as there are more security features at my new house the monthly premium went down, but to my surprise month end they deducted the old premium, i called them and i was put on hold for over 30 minutes until the my airtime cut me, i called again today, the guy i spoke to told me that it does show that i updated my address in August but it was never sent for approval because of the system error, my question is why didn't the person tried again until it was successfully sent? well as we were speaking i ran out of airtime and the guy never called back, honestly your service is very poor i don't know if i should continue with you guys, you never make efforts to ensure that your clients are happy, tis is frustrating, please sort it out tis mess or i am leaving you.