Bad customer servive

I had a horrible service today. I called PayJustNow to change my debit order date cause i changed my employer so paydate has changed as well. A lady who was assisting me "Ayanda"She deneid to provide her surname as she said its enough for her to give her surname.I advised her that I did send an sms 6 days ago to assist with the debit order date of which they did not so i am following up with regards to that. Ayanda said she will send me an email of which i did not receive yet to send required documents. I asked her how long is it going to take she said 72 hours. I told the lady that they are going to charge me penalties and i cannot afford that,The lady put down the phone and leave me talking alone.Please teach them etiquette as there so much laughter in the background. I still have recordings of the call and this matter will be escalated as well.