Terrible service with ABSA

My wife had a personal load with ABSA for + - 10years, plus we have taken out a home loan with ABSA in the last 5 or 6 years. Two weeks ago on Thursday she received a call from ABSA that she is in arrears and needs to pay it immediately. she asked the consultant what is the cause as she makes payment before payment date, In which the consultant first gave her like 5 different reasons before actually advising that her instalment rate increased in Jan 2018 and she was not paying the increased rate. We then found out the very next day that she was put on the credit bureau which is effecting her and myself. not even giving us a chance to pay. After going into absa Clearwater the lady informed us she will contact them on Monday to try get proof(which is all we asked for) that there was communication sent to us in Jan 2018 to advise us that there was an increase. I had to call her back the next week, in which she just told me everything that we complained about and not giving any actual feedback as promises. we then had to phone around trying to get hold of them and the branch manager then referred it to another consultant which sent a dispute to the manager (Generic Case Manager) which said he will phone us before the end of that week. No call. my wife then received a call on the Monday and after discussing everything again and requesting proof the manager Kabelo Modirwa, just sent statements from last year June, still not providing us with proof. she then had to request the proof again, and he just said they provide statement quarterly. She requested proof and he just sent statements still. I have asked him to give me a call urgently as it is time to pay and I have still not received a response or a call. This type of service for a loyal Customer to ABSA is ridiculous, to put her as a bad payer because they cant provide proof or wait 6months after she got into arrears to actually call us to inform us is terrible. We need for her name to be removed and for the amount to be removed until actual proof has been received. The type of service received from ABSA through this whole ordeal is the worst service I have experienced.