Unprofessional Absa

So I was behind with my vehicle finance as the car was being repaired, I called Absa for possible arrangement options, the lady I spoke to advised me on Restructuring (extending the term to pay arrears at the end) which would be for two months, I sent through all the relevant documents, they said the turnaround time would be 5 working days, to my surprise, on the 3rd day, a repo guy came to fetch the car with the instruction of Absa, I have not received any communication from the bank with regards to the arrangement, nothing, I'm so disappointed in Absas client services, very poor to ambush.