Need arrears issue resolved in a proper way

I had a complaint I raised with Absa whom I app**** for a holiday payment since I had an issue which I raised with them and they never respond to me until I come to this platform. They now are threatening to reposses my car for missing that 1 payment of which I am asking them to reduce my premiums or my term to cover that month however they refuse any of that. I raised this issue and a guy by the name Russell was handling it till he came back to me with insufficient and incorrect information which I raised to him and he never responded to me ever since then. All I need is way forward and to resolve the issue with them instead of me being threatened by people they outsourced to who are not even willing to negotiate. I need a meeting with an Agent at Absa East London who deals with such as the bank can only make calls. I need to properly state my story. Last reference was C-***2 [ ref:!00D1r01GluM.!500Si0J9sBA:ref ]