Bad client service

My Vehicle acc number ***8 is in arrears for two months, due to unforseen circumstances of two funerals at home having been a bread winner, nevertheless I received an e mail from Mr Lincoln Mokwena from Absa vehicle finance department saying that the means to contact me was fruitless, hence he managed to send me that 1st ruthless mail. I then responded to him saying that I'm not always having my phone with me as I am in & out of meetings, it will b vital if we however communicate by email.I then asked him for the arrangement to pay towards the arrears and why they have occured, he responded by saying that the arrangement is based on Absa terms not on the client & will somer book the vehicle in for repo, without giving any grace nor sending letter of demands whatsoever he indeed handed over the car for repo to a lady called Martha who in turn is not professional as per the Absa standard. I would like to know as to what process, procedure and principles are being app**** here as I have identified some gaps and would like to know the root cause is it a skill, knowledge or behavior issue towards the specified consultants? I have a home loan and credit card with Absa and have not e