Credit Card Arrangement Abuse

I have a credit card with Absa and in 2017 I lost my job due to personal circumstances and struggled to settle my debts. I informed Absa of my job loss. I phoned them and they told me to write them a letter stating my Income and my debt and send it to them, the e-mail address they gave was ***, they keep on phoning me, and they say they still did not get the documents they required, my wife e-mailed it to them twice, and they keep on deducting money of my account and they are not allowed to that according to the NCR, if they deduct any further money from my account to settle my credit card I will take this further and open a case of theft. I have been a ABSA client for over 16 years never had a problem, when ever I borrowed money I was a regular payer and never felt behind with my debt, now that I fell behind with my debt due to the lost of my job they treat you badly. Life is a struggle as is and everything is expensive and the salaries, you don't meet month ends. I need feedback on this, cause ABSA Credit Card Division is getting ridiculous