ARRANGEMENT MADE BUT NOTHING ON THEIR SYSTEM

I sent a letter to FNB home loans department on 1/3/2019 explaining my situation and their Autoreply said 4 days that someone will get back to me. Today is the 7th, and no reply yet. I had an arrangement with the bank for my bond arrears, but unforseen circumstances made me break that arrangement, and I wrote to them to see if they can assist. However I did not receive a reply as yet, but I get calls from the call centre about my arrears. On 4th March a lady called me, and I explained my situation to her, and she was very understanding, and I explained that my financial situation was difficult, and asked if an arrangement can be made or I will have to put the bond on debt review. We came to an agreement of my normal bond and an arrangement of R1300pm for 4 months. Satisfied that this was sorted, I left it at that. On 5/3/2019, I get another call from FNB, about my arrears, and this gentleman then tells me that nothing is on the system because I queried as to why I was getting calls when this was sorted out on 4/3/2019. He says that there is no arrangement on the system, and he will check with the call centre agent that called me on 4/3/2019 and get back to me. He did not get back to me. Today I get a call and after having to explain my situation AGAIN , the lady tells me that as I had broken my arrangement, I cannot get another arrangement, and that I must apply for special arrangement and she will send me the forms. I do not want to lose my home, nor do I want to sell it. I just wanted FNB to be able to assist me with an arrangement plan that I can afford, or I will approach the company that is handling my debt review to put my bond on debt review. What I cannot understand, is that the person who called me on 4/3/2019, gave me an arrangement, but the person who called today, says there is no arrangement. If the calls are recorded as they say it is, then they should have a record of the call to me on 4/3/2019, where an arrangement was agreed upon, but never put on the system. What is my right on this, because I accepted the arrangement offered on 4/3/2019, and today I am told there is no arrangement.