Poor service

This is the worst ever treatment and service received from African bank. My wife has a loan with African bank and was informed to make arrangements regarding her payments. She was informed to make arrangements for 3 months which was done till August where she signed for a debi check of R500 as an arrangement. She skipped the August payment then there were funds deposited in her account and an amount of about R6100 was debited. She contacted the call center to request for a reversal and at least an amount of R1000 be debited to make up for the missed instalments and refund the rest as we needed the funds for hospital and medical bills. The consultants could not assist and even understand that the funds deposited are not a salary as she gets paid on the 15th and we need the funds as there is an emergency case we are dealing with at the hospital. This is the worst service ever received from the so called bank. My expectation is that African Bank refunds the balance of R5100 after taking the arrangement amount. Please contact my wife on *** and or myself on ***.