Very Poor Service

I've been with Wes Bank for more than four years now and I've always been assisted when I request to do payment arrangement but today at 14:27 on the 18-09-2019 I spoke to the lady called Thobile and I ask her to do a payment arrangement and she told me to change the payment method which is debit order payment type and pay manually. when I try to explain that I always do this it possible she told me to hold and transfer me without any notice, as a result, I was not assisted. For me that is ***********. She doesn't deserve working for this BIG BANK.