Absolutely terrible systems & service

I have been trying to change a flight. I called SAA on Sunday 18 August, the lady confirmed on the phone that all was in order. When I did not get any confirmation email or any deduction on my card of the "penalty" (which is not fair since flight is on the same day) I then followed up today and the call centre now says they cant find any info. Then i then agreed to re-do everything. At the end she tells me to call back in three hours because they cant tell me how much i must pay. Poor, poor systems.