Being sent from one department to the other for simple request

Always shocking how Std bank's service has dropped. I called their HL division from a branch to ask them to take a debit order for 12 months on 1st March and was told to send an e-mail to homencar which i sent a day later they responded to say I should draft a letter and send to CSAdmin which I drafted on the 7th and sent to both e-mails above, then on the 14th I called to check on progress was told the letter was not indexed, I forwarded on the same day and till today have had to response. Decided to call today and its a different story today I was transferred to Debt care centre who also are telling me about a different process. Does Std bank want these funds bcoz I can use them for something else really, being sent from pillar to post isn't helping much as we running against time. Its very disappointing that I get sent from one department to the other for such a simple request.