Unhappy Customer !

I put through a request for the Siyasizana Programme on the 5/10/2020. 4 weeks later, I called the Vehicle and Asset Finance Department and still no response was received. I then called back before my paydate (30th) and was told that my arrangement was put in place for the next 6 months and was confirmed. Even though my initial request for a permanent restructure was not done, I was still happy because I knew that Absa assisted me in someway. However, on the last day of October, I noticed that my debit did not run off. I did not receive any notification either. I had to call Absa to find out what was going on, and then I was told that I had fallen into arrears. The consultant named Whitney also told me that the restructuring department did approve my request on the 20th of October but no email or sms was received for me to give them consent to proceed with the arrangement. I then, mentioned to the consultant that I am not liable for the arrears and requested for the Restructuring Department to contact me. The consultant assured me that within 3-5 business days, I would get a response. 3-5 business days passed and when I called back, I was told that I had to wait for 7-14 days for my matter to be resolved. I cant understand why the turn around times had to change when my matter was escalated. I am extremely unhappy with the service because I am already unable to afford my current instalment and now because of the poor service received from Absa and their restructuring department, I also have arrears on my Vehicle. This not only creates a problem for me financially but also damaged my credit profile, which is unacceptable in my profession. Till date, I have not received an email or call from Absa, I do hope that higher authority does step in to assist me.