ABSA-Unfair treatment

I fail to understand why is it that ABSA has handed over my account even though there is a payment agreement with the bank which has been put in place. Sent an email on 08/03/2023 and on 11/03/2023 was told the email will be forwarded to the relevant department. In the meantime, I am having endless calls from their appointed company. How unfair, then what is the reason of making payment arrangements if they do this in return.