poor service

Good day II received a very bad service regarding my absa personal loan collections department,I app**** for a relief in May on my personal loan everything was approved and i received acknowledgement sms,The relief was due for June untill August in June they went and deducted my account I called it was later refuded,Today they deducted three instalments when I call after holding for 20min on the line the consultant by the name of Mmapapu is telling me to call mbd cause my account is with them,how can I be in arrears when I was given a relief shes telling me that the is nothing she can do as shes working from home