Deplorable service from absa

Not happy at all. We were not informed that our bond payments were being adjusted. After three months the deemed it appropriate to contact us because we were in arrears. After a very nice lady explained to us the situation and that she could also not pick up any correspondence informing us of the changes. But now they are going to list us on itc not because of our mistake but of their own negligence. How in the world do they expect us to carry the brunt of their mistake and after formally complaining did no one contact me from absa