Poor Service by Nedbank homeloam

Good day, I have two bond with Nedbank of which one am renting out. I have sent a letter to nedbank homeloan requesting them to stop the debit order, I will make payment as when I receive the payment from the tenants, the reason is because I receive payment from Tenants on different days of the months, As long as I make sure the bond is fully paid before the end of the months. This letter was sent on the 15th September but even today my request is still not resolved. I have invested a lot of month with Nedbank but their thank you to me is just a Ridiculous Poor Services. Reference number ***2