Inadequate customer support

On the 11th, I called to request a change to my debit date and to make arrangements for arrears. The representative confirmed that my new debit date would be the 20th of each month. However, I later received an email stating that the arrangement amount would be deducted on the 30th for two months. Concerned about the discrepancy, I called again and provided all my information. I was reassured that, moving forward, my debit date would indeed be the 20th. Yet, on the 22nd, only the arrangement amount was deducted, and as of today, my bond payment has still not been processed as expected. Is this Standard Bank’s way of generating additional revenue?