POOR SERVICE, DENIED MY RIGHTS

I called the bank to make a payment arrangement on my standard Bank account of which I was told it been handed over to Macrobet i called and requested for a payment arrangement letter with them since last month February 2025 of which till today I haven't been assisted when i called in today for a letter i am told they cannot assist me tell me how am I supposed to make a payment when they refuse to issue a payment arrangement letter instead they send me from pillar to post with no assistance i was assisted by C Tsholo and Mimi from the admin department make it make sense to me why i am i not being issued with a payment arrangement letter i am really devastated by the poor service I've been receiving from them to date there is still no assistance!!!