Refusal of service

On the 26th of Feb I called in wanting to make an arrangement and I was speaking to Gift Shongwe. I told him that prior to that I had requested a paid up letter cause I wanted to settle the account, however when I got my Xds report it showed that I was listed by African Bank for having two accounts reflecting two different amounts. And due to that I can’t settle an amount that doesn’t make sense if the credit bureau has two accounts cause of African Bank. I went on to explain my trust issues with the bank and the reviews from other customers stating that I don’t trust that they will do right by me. So I want a written 5 months arrangement which will reflect the last payment date and amount. He refused. And said cause I had wanted to settle he can’t assist because they have a 5 day policy. I told him to send it to me, he placed me on hold for long then came back gaslighting me that I must calm down. How must I be calm if the stupid agent is not doing his job?? Shouldn’t collections find a way to help customers to settle their accounts? The fact that I requested for a 5 months arrangement which is more than what my initial instalment was he refused to assist. He then said he was gonna send an email to the agent that helped me the first time when they sent me the settlement letter and that I would be added on the email. To this day I haven’t received it. He said if I want to verify the 5 day policy he will put me through to customer service. Now this is what ****ed me off the most, I call in only to be assisted by an agent that lies and can’t even back up his nonsense when asked questions. I told him to send the policy cause as an African Bank employee and since he is on the collections department he should have it. And I still want it. He gave the phone to a Mandla Bhembe without informing me, who said he was the manager. He also refused to help with the arrangement. When I asked for the call reference number he said they don’t have it but my ID number is the reference number. Does African Bank understand customer service or in their minds they think we all live under a rock? What exactly does QA say when listening to the ******* they advise to their clients and how they drag their reputation to the mud in the name of wanting to have the last say? I made it clear that I will lodge a formal complaint with the Ombudsman and Mandla was delighted about that. As for me I don’t wanna hear anything from people from collections calling me since they can’t assist. XDS has two accounts and they are denying it. And I want those two fools held accountable cause they lack ethics.