Rude, Incompotent adn clueless managers and consultants

I have a loan with them which I paid every month until covid his SA. They contacted me wrt a cov19 loan and accepted it. After the first lockdown was lifted (remember not everyone started working immediately) a consultant phoned and I explained my predicament and was told they can assist. so again I accepted. Now collections dept come back saying im in arrears. I have made arrangements for X amount to be deducted and got confirmation of such. Well on the 9th of this month the incorrect amount was debited. now they want to do a double debit. I however have one question as to who is in charge and why do your system create these problems . Fire your IT system developer cos he is then useless together with all yor consultants and managers that suppose to handle this type of situatons. I have had dealings with alot of people in my time as working for a financial institution, but you guys have no idea how *********** you look to your customers. hope someone with a brain can assist in my situation. PS hanging up on a customer is rude please train your barbarians telephone etiquette. It will really help you as a company. Remember whoever represents you eg. by making phone call represent you the CEO of direct axis