Centralized collections is not attending to my query and costing me!

I lodged a complaint with the bank requesting that they change my debit for my loan repayment to my pay day and not prior. In November, 'Centralized collections' responded with an email requesting for my Bank statement which I sent to them. There has been no further communication since and evidently, my query is still not attended to as today the 12th of Dec, my account is on a minus - Capitec went and deducted money before my payday - still!!