Hopeless with customer enquiries and contact back

Service has been shocking from day one with my homeloan, I ask about accounts eligible for my concession rate, it takes two weeks for you just to answer my query and get my details and another month to get a generic answer and therefore lost my concession rate as I needed to move before the lockdown.

I then send an email to change the debit order to my Standard bank account, I get a confirmation that I will be contacted, we are now heading into 48 hours and my debit order will Bounce because your service is so bad and cant live up to time spans set by yourselves.

Please get a manger ro contact me.to deal with these issues.