Credit card department

I am very disappointing with Absa credit department. I have a credit card and I fell behind on repayment due to Lockdown. However I have been in constant contact with their collections department and been paying the credit on arrangements. They then decided to transfere money from my transact acc without my permission into the credit card. This comes while I am still repaying them on arranged installments. I do not have any surmons what so ever but this happened.