Absa is a mob bank

I have a personal loan with Absa which is in arrears. The handed me over to a collections agency. I the beginning of the year I had an arrangement to pay R1000 on this account, but due to the fact that I am unemployed and the global pandemic restricting me from finding new employment, I was not able to keep to this arrangement. On 21 may, I was a journal entry of R15k being deducted from my account. When I queried it at the branch, I was advised the collections department of absa deducted the money from my account. I was confused, because I did not receive any communication that they would do this. They told me that on the system the consultant advised that he spoke to me the day before, and I requested to have this money taken from my account, which is a complete lie. I never spoke to anyone from Absa. Only In February I received a notice to appear in court because absa was filing for a judgement against me. I could not make it to court. On Friday, I filed a complaint wit absa to investigate, with ref nr. C05228/69. Today when I followed up the case manager never investigated. I was put on hold for several minutes while he went to go speak with the collections team. He returned with the consultant advising me the cannot assist me. I will have to contact the company that absa appointed to hand me over to, and ask them to assist me. They advised it was normal practice to take money from a clients account without the clients authorisation, if the account is in arrears. I was furious and shouted, and am ashamed to say was swearing at them as well. What do I do in this case? This is R15k, my child schoolers that i was holding on to in case if emergency, to pay my bond etc.