Absa. Friend or Foe?

I app**** to Absa for payment in April and received 4 emails confirming that my payment relief has been loaded but lo and behold my normal debit order was deducted on the 1st of June. This has left me with a R0.00 in my bank account and a family of 3 to support. I have contacted Absa home loans on numerous occasions and always get the same answer: "Your application is with an agent and takes 3-5 days. IF approved the money will be refunded to your bank account". How do I tell my 4 year old that I don't have money to buy milk or food for her! I lost my family several years ago and have no one else to turn to for financial support. Is this the way you treat a customer of over 30 years. I have heard many people complain about Absa's service but have now experienced it first hand and it STINKS!