Horrible service from collection department

I'm very disappointed with absa loans department! I called last month to restructure my installments as I'm currently going through a difficult time. I wanted to restructure and go back to the normal installment after 6 months. I wrote a review and their Complaint person emailed promising me that they will call me but I haven't heard anything from them.1st they said I didn't send necessary documents of which they later discovered that I did, and they promised to get back to me with forms or documents for restructuring but nothing. Apparently my phone was on voicemail something that I don't remember. I'm disappointed, I'll reverse the debit order and I know that it won't even take them an hour to call me about that!.. No care whatsoever about responsible person who doesn't want to miss her installment.