I was charged R25000 for a 1 payment break that I did not opt for.

I contacted the Call Centre to find out if everything was okay since the debit order for the loan did not go off on my bank account whereas there were sufficient funds and the consultant I spoke to seemed clueless and could not assist at all. He insisted on authenticating via USSD and the commands were not coming through to my phone. I asked him if there was an alternative way to authenticate me manually as the call is just to find out what was wrong and why the debit order didn't go off. I couldn't get help or a call back till now when I reset my password and logged into my online profile and to my surprise the loan term went up from 72 to 79 months I tried their online chat and requested a call back with no success and I then went to the branch to enquire why and I was told that I activated a payment break which I have no knowledge of now I am being charged R25000 extra for something I did not opt for. How does your company activate a payment break without my consent or knowledge yet you refused to access my profile when I called because your USSD authentication commands didn't reach me. I am really disappointed at your service and I would not recommend you to anyone after the treatment you gave me after I have been a faithful client and never missed a payment for the past 2 years, I have requested settlement amount and you are still adding R66 extra yet you gave me a set amount. I have no energy left and I'm taking my business to another service provider who will treat me as a valued client and appreciate the business I am bringing in as you have failed to address my consents.