Absa didn't stick to agreement, now I'm broke

I made an agreement with Absa, for payment relief on personal loan. I was supposed to pay 25% of my installment this month and 50% next month, etc. But last night, they took the whole installment from my account. Now I'm struggling to get hold of someone to help me, but as before when I wanted to apply for the relief, no-one is answering the phone. 25 minutes on hold and the line just drops. The voice mail said I should mail them, so I did, then I get a reply that they will help me in 2 weeks....I need the money now, today.