Not the service one would expect

I am under debt review and received a chrgs statemnt on momday 13/07/2015. i called the number provided on the statemnt and also sent and email. I queried why am i being charged R620.00 when previous months i was charged R155.00 as per accepted proposal. Was advised that i need to call the collections department. Called collections departmnt, was advised to call debt review department. Called Debt Review departmnt was blind transfered back to collections. Called debt review departmnt AGAIN and asked to spk to the team leader or manager. I also advised the agent tht i am calling from my cell, phone. Was on hold for 15 mins i dropped the call. By this time they have my contact details, no 1 calls. I called again to spk to the T/L was advised was busy. I lft a msg to call me back. After no call received i called by Thursday morning AGAIN and was assured a T/L will call me back after requesting to spk to 1. I called AGAIN the aftertnoon spk to a T/L who sd i must go to the bank cause they cant help. 1stly i wrk i cannot go to the bank. so hence the reason i called. 2nd why could not no one tell me this in the begining. Absa i am done with you. Not the 1st time i receive bad service