Bad service

Heysh I called Standard Bank this afternoon and what a frustrating service🥲🙆🏿🤦🏿♀️. Consultant was not helpful and instead expected me to know my cheque account number by head………….how possible is this mnxm. I thought I had to moved to greener pastures from my previous bank and little did I know that the grass is not always green💔🤷🏿♀️. My home loan account has not been debited as per the bank’s correspondence for 01 September and Consultant confirmed that my account is up to date. Next thing I will receive letters of demand from the very same bank😭😭😭😭