Collections 'Arrangements' a Farce

My credit card was in arrears bh X amount. I made arrangement with collections to pay Y on the 15th of December 2018. When receiving my salary yesterday, the entire X amount was taken from my account. I phoned collections and they made arrangements that amount Y eould be deducted from amount X and the balance be paid back into my Cheque account. I phoned yesterday at 07h45 and the lady said it would be refunded by COB yesterday. I phoned again at 16h00 to find out finance dept was closed, yet no refjnd had taken place. They told me though that the refund was approved. I phoned again this morning as I has still not received the refund, but X amount was now in my Credit account in a very slight positive. When phoning this morning it stated that the refund had not even been approved yet and that it takes 2 working days. Why is there a different story every time I phone? Also, why does it take Finance so extremely long to run through requests? Lastly, why does ABSA even waste time contacting clients in arrears to make arrangements when they in any case simply do as they wish and go against the promised arrangements of clients? I had several places I needed to pay today, and summons will be issued against me should I not pay a particular institution. I have been with ABSA for 12 years and I must say I have never been this disappointed in the lack of knowledge, communication and integrity on their side. These monies need to be refunded to me asap. I expect an URGENT reply as to this critical request.