Lack of communication and professionalism

On the 15 of July l called the Absa Vehicle Finance division and asked if l could get an extension on the payment relief . They advised that it wasno longer in place but they had othet options. After the lady explained the options to me l took the 50%, 65% and 75% option . After the call l thought the matter had been resolved . To my dismay Absa had debited the full amount and had left my account in the minus bd and thr money that was in the account was only the 50% which l thought had agreed on. Called the call centre today and spoke to Miriam who said that the arrangement had not been approved as yet and l should wait for an sms which she couldn’t even confirm when it would be sent because they were not working on a specific turnaround time. Whats even more disappointing is the lack of empathy or concern from Absa . I feel very let down by Absa considering l reached out to them in time . One cannot even get a hold of the team leaders because the number is not going through.