Bad Service

i called in to do a follow up on the account i have with African bank -***..I wanted to know if i qualify for a break in my loan cos many banks ive worked with do that. i went through to the collections department and spoke to a consultant who didnt let me know whether i was through to the right department. he explained the service but ended up doing an arrangement for payment on my account and reading disclosures without telling me. with what i know, i am paying my account very well with no skipped months. he even used words like, \if you having problems with what im doing i can call my supervisor"i don't know whether he was pushing commission on me or what"