Request for a debit order switch three months!

good day, i have contacted standard bank home loans to switch our debit order on 28 January 2015. this is has not been done. i followed up on the 26 February again as i realzied the debit order did not go off - keeping in mind the bank charges for this return debit from our old account. i recieved a email that the documents was recieved and i will get a confirmation as to the debit order switch. it is now 24 March and no confirmation has been recieved since 26 february that debit order switch is done! i emailed yesterday and got a automated response that i will be contacted within 24 hours. well, 24 hours is in the next hour, and still no response. i would like to know who will be paying my bank charges for the returned debit orders on my old account????? and what does one have to do to get this sorted! the service at Standard bank home loans is pathetic! i am frustrated and tired of following up and paying bank charges. im hoping to get reimbursed and that this debit order gets switched ASAP! very unhappy customer! i have all emails i sent to standard bank as proof!