Not very helpful customer service

I am unemployed since the beginning of July 2017. I have no income at the moment and after doing my SARS e-filing i recieved a payout from SARS. Absa bank then immediately deducted the money owing on my personal loan account. I went to the nearest branch in Bellville and asked them to reverse the money. They then put me on the phone to the loans department and explained my situation to the consultant on the phone and asked if they can reverse the money and i will then pay the loan the next month including the arrears as i am waiting to receive my pension money. The consultant was very cold and short with is answer. He just said " No the money can not be reversed. " He was not even trying to accommodate a loyal customer. I have been paying my personal loan every month since day 1. Would ABSA rather take my last money instead of compromising on the nature of the situation? I am strongly considering on switching banks if this is what i have to deal with after being with ABSA for 10 years. I don't have money for food in my house because ABSA won't reverse 1 month's installment on a loan....