Horrible service and false information

I have experienced such a bad service with Capitec Bank, I took a loan with them and got retrenched I advised them of the proposed retrenchment and was advised by their agent I have to bring the official retrenchment letter and the loan insurance will pay up, after I went to the to provide the retrenchment letter I was told I am liable to pay for the next 3 months advised I do not have a problem with that but the installment needs to be reduced, I spoke to with a Prisca from the collections department she assured me she is not able to make any amendment but have written a note on her end if the loan takes more than the negotiated amount I should do to the bank and they will reverse the other amount. On Saturday I was in the branch they are telling me it won't be possible. Such poor service and it seems as if the people are not well trained as they tell you mixed up stories. They keep saying the calls are recorded I asked their manager to listen to all those calls and no one has reverted back to me.