Bad service after lost employment.

I recently became unemployed hence at the moment unable to pay my monthly installments, however made a promise that once my provident fund is paid out that I would settle my account in full. I requested that my debit order would be changed to cash as obviously I am trying to prevent expensive unpaid debit order bank costs. Firstly the personnel was reluctant to assist me eventhough I have been an excellent client and secondly did not send me the e-mail of confirmation of amendment as I requested. It's horrible when one gets treated like this after being such a good client.