bad service

I called blue bin card division at dr department to inquire about the debit or of R 350.00 which did not go off in august on my account-they advise me i am under debt review so they cant help me-adv the consultant that the d/o was put in place long before the dr was in place so they need to do a once off debit or run a double debit in September and then in October go back to the normal 350.00 as its not my fault the d/o did not go off. I advised her that i do not get the chance to go to the bank as i work till late and the banks are too far from where i work so its not convenient. She then put me on hold promising to assist me but i spent 15 minutes on hold until i cut the call as im at work and cant be using the phone service this long. I did not get the service i require and i will soon be getting messages that my account is in arrears when it is their fault the debit order did not go off and when i make it my priority to let std bank know they put me on hold and waist my time. I WILL NOT BE HELD RESPONSIBLE FOR THE LATE PAYMENT AND ARREARS CHARGED FOR THE MISSED PAYMENT IN AUGUST SO UNLESS THEY SORT OUT THE DEBIT ORDER AND RUN A ONCE OFF ANY TIME FROM TODAY I WILL BE HAPPY