Pathetic service from FNB

I made an arrangement with FNB for payment of my credit card from end of December due to the fact that I am now unemployed. I arranged to pay R250 on the 31/12/2021 which I paid with the agreement that I will pay that then R150 from end of January. The agreement was that the debit order will not off but it did twice in December and 2 x R115 debit order not paid fees accrued on my account. I called them, was put through to about 5 people, call dropped on me without being assisted. Now I am getting messages that I have not paid my credit card. How exactly does FNB and what is the point of making an arrangement if they will still debit my account and harrass me with the messages??