FESTIVAL MALL does it again (HIFI corp /JD group)

I got assisted by a lady called IVY. I requested her to change my debit order date from 27th to 29th effectively frm this month, so she advices me that there is a possibility that it will still debit on the 27th as they update details on the 7th monthly, so I was supposed to request this change in March, so she is not sure if the change will be successful or not, I told her that I dont want any unpaid D.O with my bank I dont want to affect my credit ratings,she said there is nothing she can do about it, I requested her to call head office and find out if there is a way we can work around it, she said head office is too busy,so did she mean head office is too busy for their loyal client? I insisted she said no, I was wow'd about the situation, the she made me sign a document confirming my D.O changes, half of the things she advised me of aren't on the document that I signed, so if it happens that Hi-FI or JDG attempts to debit on my old date (27th) they will pay the bank charges and fix my payment profile with them as they have officers that can't do what they have to do,she laughed at me when i asked for copy of the doc.She needs business process and customer service training