ABSA Charging Balloon Payment twice and Employee treating me unfairly

6 Months ago, ABSA has admitted that they have charged me two ballon payments and they have credited my account which was in arrears. A lazy lady called Luette Slemment was working with my accont and she agreed thaf she will remove the arrears, I have been contacting her more than 6 months and she is now ignoring my calls. This is a true racial ************** because my credit score if being lowered by the arrears she promised to remove.