Is this *****, or just the usual way of doing business?

I apparently have an amount outstanding on my Standard homeloan account. Fine, I will sort it out. Spoke to Nitascha, she confims with me when my next homeloan debit order is, and the next moment I get an e-mail stating that my regular debit order with Standard is an arrangement that I had made with CSS. As far as I am concerned, that is *****. I have made no arrangement whatsoever. Do they get commission on arrangements, and is that why my regular debit order has now become an 'arrangement'?