She was not paying attantion

I went to boulders mall to repay one third of my loan. I spoke to a consulted whose name I forgot but I remember saying to her she doesn't seem like she wants to help me her attitude was really bad she was bored and impatient. I said I want to decrease my loan by paying some of the money back and the rest I will pay monthly. she paid the money and I asked if I can not change my instalment since I have paid a lot of money back she said no I will only be able to change it after 2months since the loan is new. I realised last week that actually the loan did not deduct. when I went to the Pretoria cbd branch to consult I was told that in fact it did not deduct for 2months because she did an ad hoc. I don't even know what an ad hoc is. I went for a loan repayment. I need this rectified.