Credit Arrangement????

I received an sms stating that I apparently made an arrangement for payment of on one of my accounts. I NEVER made any arrangement for any payment whatsoever! Upon phoning ***** National Bank, no-one could tell me where this arrangement comes from, who and/or when its was made!!! Neo promised to phone me back, never did and trying to reach her is like finding a troll in the forest... In my effort to try and find out where this arrangement came from, I found that there was a call on my account, which did in fact happen, but the notes on the call states nothing about what the call was actually for (some insurance or something) but everyone is now interpreting THIS call as the 'payment arrangement'. This morning I received an sms stating that I did not 'honor' my arrangement!!! I will be looking to move banks now, after 14years of being loyal, and I will forever be a diplomat for ANTI ***** NATIONAL BANK!!! I will also hellopeter you every 5 days until you can prove to me that I made the arrangement