Non existing customer service

I called Thurs 18/01 to make a payment arrangement because being on maternity leave I will receive no pay. The agent couldn't assist me so he called his supervisor, Thabang Makhonya. Thabang said there was a note made on the system and that even if funds do get deducted it will be refunded to me as a payment arrangement was made. The little funds I received in my account to be used for my rent was deducted so I decided to contact the call centre again to make sure I will get my money back. I spoke to a Puleng, it sounded to her like the arrangement I made with Thabang was impossible so she put me on hold to speak to Thabang. Her response was that he will listen to the recording and get back to me before cob which was 1pm. I was furious because if I am not happy with the response 1pm is hometime and my issue won't be sorted out so I requested a call back within 1.5 hrs. I am still waiting for that call and now I am penniless and cannot pay my rent. What is the purpose of making a payment arrangement? And do your customers just get ignored? No call back to even apologise and mention it will be sorted on Monday perhaps. No communication and no customer service! I am appalled!