No service unless you write a bad review

Why do I only get service after I've done a review? Last week I app**** for a payment plan for my credit card. I think I spoke to a guy named Robert from head office who finalized this. He told me to make a payment by Friday 28 November to start this arrangement immediately. On the app the next installment amount was Rxyz, I asked him if make the payment as per the arrangement, will it override this amount reflecting on the app and he said yes. He also said only after the first payment then I will get a contract/document. I made payment for the agreed amount 25 November. Till now, no communication. As this amount is less than what the original installment amount is, I am now getting SMS’s because of the short payment. And till now, I have not received any documents or even an email from absa as reference for this payment arrangement. Vanessa was helping me with this, I sent her an email because I thought with this arrangement in place, as my card is then blocked, would the monthly charges also stop? Because as this rate the amount I'm paying will equal the monthly administration charges and finance charges then my credit card won't even make a dent?. Anyways its day 3 and I've not received a response from Vanessa. Maybe shes on leave. I've emailed the credit card department and still have not received a response. The reference number for the email i sent to CC department C-***3