Feeling like a target & being Harass with unnecessary calls

Today I received a call from Lucretia at the FNB Home-loans collections department to inform me that I am in arrears and I need to make an immediate payment blah blah blah. I told Lucretia that I have already made a payment last week and that they need to check first before calling me. I explained to her that FNB was contacted to confirm which account number I must use to make payment, as the method of payment will be direct online payment from my personal bank account. So my FNB home-loan account was linked as a beneficiary. They gave me an account number and said I must use my bond account number as reference, which I did. So Lucretia kept on repeating herself how my credit profile will be affected if I do not make a payment and if I claim I made a payment I must sent them proof of payment. I told her I will not do their admin work for them and when I told her I am going to lodge a complaint she responded by saying "OK", clearly she did not care and she said the same thing over again. I then rep**** to her email ( and the same stuff was sent on the email, clearly she was reading this stuff),and provided her with the account number payment was made into. She rep**** by saying the admin team will look at the matter and will provide feedback. So why was I called in the first place, why was this not done first and why must we do the work for other people??? I feel like a target as this is not the first time FNB treats us(my husband & I) this way. What happen to TCF policy?