Should I go through with this line transfer?

First of all, I tried to change my credit card payment to direct debit. Send them the direct debit authorization form, and then heard nothing for a week, in which a credit card payment also got detucted from my account. Then I call them and give them the exact date and time I send the form - after which the lady on the line was able to change my payment to direct debit in seconds (without a word of apology)...did they just ignore the form l sent them all the time? The other problem is I initiated a line transfer from Telkom to them, with a speed upgrade included. That was a month ago to this day, and I have not head a single response. On their website they say it takes three weeks. Now I know this could be a Telkom thing - but why does no-one keep me in the loop ? A simple email will do. I actually contacted their rep on Facebook three days ago and he said he asked his \guys"to contact me"