Left with a bitter taste and will never do business with Absa EVER!!!

I have vehicle financing with Absa. When I was left with 1 term before the contract ended. I approached Absa to ask for refinancing on the residual amount. I was behind with R20 000, however the lady I spoke with over the phone assured me that it will not be a problem it will be added to the residual amount. And that the interest rate will stay there same and I will see on the next statement. I have received 2 monthly statements since and the terms dates have indeed changed, the latest statement was on 10 August 2019. However today in the shopping centre I was approached by Absa field agent( Henrico Bam) and someone from the sheriff's office to repossess the vehicle. They told me to hand over the car, clamped it & told me to hand over the keys, or they will tow it!! ???????? Not so much as a phone call or email to inform me of this( the R20 000 I'm supposed to be behind with) & they don't care that I am traveling with my child!!! I tried to explain to them about the call I had made for refinancing. I called the bank's legal department( spoke with Johannes) to query this & I'm not getting any assistance from them. I also called the Absa's lawyers (Bham & Dahya) to explain the situation. The lady could only give me the email address to lodge the complaint. How come they waited this long without informing me as their client. I feel like I was sucker punched & not happy at all with the way I was treated & the way the whole situation was handled.