Capitec collections incompetence and rudeness!!

Capitec bank collections department agents are so rude and ***********. I went to the branch and spoke over the phone with an agent and made arrangement for repayment. Minimal amounts were deducted instead of the arranged payment. It feels as if they deliberately want to keep my account in arrears and I don't understand why as this is affecting my credit score. Today I received an sms that my I haven't made payment towards my loan, this is shocking as there are enough funds in my account for this payment but Capitec chose not to debit the arranged amount.