Arrangement not honoured

I called into the call centre (collection services ) to make an arrangement on my loans as I am no longer working. I anwsered all the questions that they asked me and disclosed all the information that they requested. Once money was paid into my account they probably took about a 1/3 of they money I got. My problem is that I do not have a job and I worked around a certain budget and when I called in again to have the funds reversed as they said I should, I spoke to a call centre agent that put me on hold for a good few minutes without any explanation beside her putting me on hold initially then once the call started again the team leader immediately introduced himself as Moleki from collection services in johannesburg. Initially the call started with him asking if I disclosed the information on the provident fund to which I rep**** no as they did not ask me and the purpose of the provident fund is to assist with having cash on hand while looking for work which I explained to Moleki that is why I made the arrangement in the first place. Moleki told me we should come to an agreement to resolve the problem to which I rep**** okay and requested they could keep a portion of the money deducted and reverse the rest. He abruptly insisted my request will not be fulfilled as it is not possbile to which I rep**** what was the point of you asking me then to come to an agreement with you. Moleki continued with his conversation which I found irrelevant to my arrangement that I had made with the bank, and was agreed apon, which he could see on the system. Unfortunately him not honoring the arrangement I made with the bank makes me believe that Capitec will always go back on their word and the manner in which I was addressed is inexcusable as I had fulfilled my duty as Capitec banks client to have the arrangement prior to this day of the call. I would like receive the voice recording of both calls and so we can deal with this immediately as this is appalling customer service and I will not stand for the incompetence of others as this is not their money and can’t just change what they said the first time to whatever fits their will. This is the first time that I have experienced something of this sort from Capitec, being a former employee of the company myself. How do you make an arrangement, agree to the terms to the terms with me and then as soon as I request that the arrangement be fulfilled I am told that it is not possible. Please explain.