Absa Personal Loans Department Poor Service

I called Absa Personal loans today after waiting 15 minutes I spoke to Pasi. I enquired abt the arrears amount sms I received after the amount was correctly debited from my account. She advised this sms was system generated and customers were not advised of the pro rata increase. She advised this will be escalated and the amount debited from my bank account. She was still assisting and rudely cut the call without a First call resolution. Calls are recorded and she verified my details so she could have called me back if the call ended fir any reason. I called again and waited another 15-20 minutes for an agent which was frustrating. ABSA fees are always increasing monthly. Very disappointed with the service. My Personal loan debit went off but instead of the balance decreasing it increased. She couldn't answer why. I want this matter resolved immediately. People pay their debt diligently to decrease not increase. Maybe I should just change my bank as the bank charges with Absa are ridiculously high. Agents should be trained on how to assist customers efficiently or are clearly sitting in the wrong job wasting Clients and companies time.