Rejected arrangement by consultant

If I have to go live with the same complaints every month I'll gladly do so. Your complaints department called me a month ago that African Bank agents have no right to decide on how much one can afford to pay when making an arrangement. I called this morning with my R5 airtime and the lady wasted my ****en airtime saying I can't pay the same amount for 3 consecutive months yet she's saying African Bank is not deciding for me, if they are not then why can't she capture the arrangement of what I can afford? Is African Bank a real bank or a loan shark that hires unprofessional people? Anyway I've accepted my fate and that every month I'll be on this platform till kingdom comes.