Poor service from Natalie

I have never experience as bad service as I did with Natalie, she was abrupt, uninterested and condescending when she spoke to me from your Mall of Africa Branch. I did not pay my installment because of an emergency that I had on pay day and a lady called me on Monday and as I was busy I agreed that you can debit my account this coming month but upon speaking to Natalie I apparently did not make any arrangement because I was busy. if I was busy why did you not contact me again and instead I deposit R400 in my Capitec account and you take the money and she assures me that I will not be refunded. Its fine if this the type of tactics that you use and I will instruct FNB to block you debit as of this month until you refund me and if you don't then you can go ahead and blacklist me because I wont pay the balance. Its my first time not paying my installment but you treat me like trash with you agents that lack any form of service and I would like a manager to contact to resolve this issue and not any of your resolution agents