Putrid service

I am so disgusted with the putrid service that I am receiving from Absa on my vehicle finance account. Clearly it is very difficult for Absa to assist their clients. They cant do it!!!! I requested them to assist me with an extra month relief on my account and instead of getting them to assist me they tell me they require me to pay my installment. I explained to Absa that i can only continue with paying my installment at the end of Aug, but they went and deducted a full installment equivalent at the end of July 2020.. resulting to my account going onto a negative because i didnt have money as i was laid off from work. Even after they told me i have been assisted also with an extension on my payment relief on my account. they went and deducted a full installment off my account again and still had no money. Are there even any consultants working in the collections department to assist clients or is it a lie?