Disappointing customer service

I’m very disappointed at the level of service I received from the this bank and it arrogant call center consultants I called on the 7th of Jan to make arrangements with the call center guys after submitting my retrenchment documents in the branch ,I spoke to a consultant by the name of Zinhle Khubeka on the phone to make arrangements for my loan since my insurance claim is in progress the lady was rude and didn’t want to hear my side of the story she raised her voice wen talking to me even changed languages as she pleases at we ddnt have a good talk at all at the end of that call she promised that my arrangements were in place which was not true cause Friday I woke up to a debit order on my account saying money for my loan is taken I’m left broke and lost cause of the advice I got from her now I’m told to make new arrangements debit order will money will be returned to me and they will call me for those arrangements still haven’t received a call from them all I’m getting is a sms saying that my loan is unpaid and I’m in debit