Unwillingness to assist

Collections agent Suraya Imran does not have a willingness to assist. I requested her to assist me into understanding why I can be debited one month and not be debited the next. She contacted me on my cell where I asked her to please call me back, she rep**** that she wont call me back and that it is my problem and I must sort it out. Is this the way Capitec Bank treats there customers. When we are in the branch before sign up with your bank we are promised heaven and earth but then get treated like parasites once we joined. Please can someone else other the Suraya Imran try and assist me.