Lack of integrity, professionalism and service orientation

Our current financial distress due to covid has impacted our lives. I reached out to to Bond restructuring department to advise of situation and enquired whether I could pay a reduced amount for 3 months. My initial payment amount was R8200, which I dropped to R7700. The arrangement made and accepted saw the reduced amount drop to an affordable amount of R1900. Last month debits were processed for both amounts, only one was reversed. This month again both amounts were debited resulting in unpaid debits one being medical aid which I need critically due to being hospitalised. I've sent emails upon emails and the only response is that it's being investigated and can take 3 to 6 working days,time I don't have. There is a lack of communication between departments, the call centre team linked to premium banking, make promises and never call back. I am in an awful situation and don't know what more to say or do.