Shocking servicing

Got a call from Absa vehicle finance nd the agent told me I’m in areas and their agent will call me to come and collect their car shortly after that the agent called saying she is coming to collect her car now, very rude by the way, she said at 3pm of which that didn’t happen the guys came at 19:47 with no nothing just them saying they are from the bank, I was never contacted prior to that, with the pandemic and looting we are all trying to meet our monthly payment and I believe a procedure needs to be followed before calling someone to say “you coming to collect your car”I mean I’m still a client at Absa so I don’t understand the disrespect I got yesterday . No name tags or anything from your employees