ABSA is lying

Lockdown makes it difficult for us all.. we called absa to arrange for the house bond to me moved as we dont get an income unfortunately they said they will make the arrangements not even 24 hours after that phone conversation they took money from the account for the bonds, not some ALL ,we dont have money to buy extra food if we need to.. we dont have any money if there might be a emergency.. how can you tel me one thing on the phone then absa does another AND doesn't want to pay back the money