ABSA bank has made my life TERRIBLE and have cost me money trying to resolve

I have a personal loan that I took with Absa in 2020. Prior to covid I had been paying my loan well until my salary was affected by covid and I made arrangements for covid relief with you. After that it took a while for me to receive my full salary again however I was not qualifying for more relief assistance and I defaulted on some payments. Over the 2 years I made many arrangements to pay the arrears in small amounts of which they were not honoured by Absa as they would not debit the amount I said they should extra. My arrears continued to grow ridiculously to a point that I could not afford. I then made a call to make arrangements for restructuring the loan. I was then ADVISED BY AN ABSA CONSULTANT to rather do a short term plan as I can afford the full amount I just need to not have the arrears anymore. We agreed on me paying 45% of my loan installment for 3 months and then my arrears will be put back in the loan and the term lengthened.

It has been two months and I am sitting with yet MORE arrangements not being honored and this has been at my detriment because the arrears have accumulated and they havent fixed my installment arrangement. Instead Absa has taken me to the lawyers and my credit score is being detrimentally affected at the credit bureau. I have been on MULTIPLE phone calls with different consultants mostly on my account with only stories about how they will escalate the matter and have someone call me back and yet no one calls me back. The latest I heard this morning after making yet another follow up call was that I was not reached on the 4th November and therefore they have resolved to taking my account back to normal installments. HOWEVER I have not spoken to a consultant to confirm this as I have no knowledge of what will happen to the arrear amount or if my account will be removed from the lawyers.

It has been MONTHS of this and Absa has caused me great inconveniences and money because of all the airtime I have had to spend to make arrangements with no success!!

This has been the worst service please do better!!!