POOR CUSTOMER SERVICE

I APP**** FOR A LOAN ONLINE RECEIVED A EMAIL FROM THABANG MAHLASELA (COLELCTIONS TEAM LEADER) WHO REQUESTED ALL THE NECESSARY PAPER WORK FROM ME AND SO I DID. THEN INSTEAD OF ASKING FOR MY MARRIAGE CERTIFICATE AS MY SURNAME ON MY APPARENTLY DOESNT SHOW AND IS STILL AS MY ****EN NAME. YET I KNOW THAT MY SMART ACCOUNT HAS BEEN CHANGED AND NOT MY CHEQUE ACCOUNT WHICH I DO NOT USE ANY LONGER. EVER SINCE THEN I HAVENT GOTTEN A REPLY HE DOESNT EVEN ANSWER MY CALLS. THEN THE NEXT DAY I RECEIVE AN SMS THAT THERE WAS AN AMOUNT OF R385 DEDUCTED FROM MY ACCOUNT? FOR WHAT IF THE SERVICE I RENDERED WAS NOT DELIVERD. THIS IS EXTREMEMLY UNPROFFESTIONAL AND I REFUSE TO DO A REVERSAL AS I WILL BE PAYING TO DO THIS. WHY MUST ONE ALWAY SUFFER BECAUSE SOMEONE IS IN A POSITION THAT THEY CAN NOT DO!!!! I WANT ANSWERS AND I WANT MY MONEY BACK!