Arrangement not hornoured

Received an sms on the 12 Feb 2016 from the bank that an extra R559 will be debited from my account to assist in getting account up to date. Called and spoke to Elizabeth to make alternative arrangements as this was short notice since the money was to be debited on the 15 Feb. I spoke with her and she confirmed that the extra amount will not be debited. Monday morning i get an sms that the debit order went through. I called again and spoke to Tshepo who told me that my money will not be re-embursed and he will send Elizabeth an email. I insisted to speak to the manager as this was not fair because i was assured that the money will not be deducted this month. Manager didn't even come to the phone ,i was told bu Tshepo that the matter is escalated and will received an sms with an incident number shortly. One day later i receive an sms asking me if i want to rate the service. Is this how African bank treats their customers only because we owe them money? I am not happy with this at all and i demand an explanation as to why false information is given to customers.