Bad service

If I could give you less than 1 star I would. I was told that I need to make an arrangement for outstanding amount. I was advised that I need to make an arrangement before the date of my installment. Today 8800 was taken from my account for arrears without me making an arrangement. The agents are rude and refuse to return the amount stating that they will deduct this amount over and above my monthly installment. They end chats when questions are too hard and they even advised that your credit insurance did not pay for my installment for 4 months resulting in arrears but that’s your policy and there is nothing I can do! Horrible staff and service