bad service

I am a very unhappy customer and would like to raise my concerns. So i have app**** for a loan at finchoice and i have a mobi money option to. Due to my health conditions i had to quick my job in January. I made it my responsibility to make contact with finchoice and to advice them that i am unable to make a payment and that i can set up an arrangement to make a payment for each account. I was told this will be fine and that it will be updated on the system. I asked the lady very helpful at the time if she can send me the bank details and she did. I got paid my last payout the end February and finchoice debit the last money out of my bank. Knowing that i set up tho arrangement. I called them again to tell them what happened and i was pass nearly 6 time from collections to customer service and i must say the advisor are rude no customer service skill i telling the one person the story all they say is hold ill transfer the call. I get to the next person hold you at the wrong department and then transfer me. I was at the end of my tethor and request a manager. I was told a manager will call me back. No1 called me back i called next day spoke to a agent amilia very rude after i asked to speak to a a manger. She said ill get a manager to call no1 is unavailable they are in a meeting. her manager can't come to the phone. I then spoke to my bank and my bank manage to reverse 1 payment. Left it another day called back 2 days later asked the manager because i was done explaining myself and the agent sound confident that the matter was escalated to the refund department and a manager will definitely call as a call back was arranged. This then sounds promising to me. This calls happened from the beginning of March i still am waiting on manager , instead i am know getting collections calling me to tell me i have not made a payment when am i going to pay. i asked the agent if there was not on the account about me waiting on a manager call back she said yes. I told the agent i will not set up an arrangent until someone senior called she just said okay spoke over me said she will leave a note and dropped the call. I want to take this matter to the ombudsman because finechoice is going again the arrangement i set up on the account. I told the lady this might be a case for a few month and if i find a job ill go back to my installment and i asked must i call back if i can do the full installment and she said yes but know this a whole different story and no1 want to stand responsible for took place. So i am done chasing a manager i am waiting on someone to call me back so this matter can be addressed