Nor adhearing to request

I made a call on the 21st of October and spoke to the lady by the name of Gugu who I requested that she changes my account details in which deductions where to be further deducted from. I also confirmed the debit date being the 25th of every month and a reference number of 219339 was given. to my dismay deductions where made on the 23rd and deducted from my old account. why do I spend time on a call to make changes to my account when they will not be followed through. this has highly inconvenienced me as I had to delay my financial commitments due to incompetency. please advise as to why these changes where not done. I attempted calling today and got through to an advisor who put me on hold for over 10min. I'm not pleased with the service at all