Absolute pathetic service from nedbank

What absolute pathetic service is this from Nedbank, from their personal loan department where one is receiving an option for a payment holiday during covid lockdown period. Then now I am receiving the statement of the debits that still needs to be deducted which werent and there is a contact number to make payments arrangements yet this bank is saying that you cant make eft payments from your own nedbank account towards the outstabding amount. This is because you make arrangements for the normal debits to be deducted on 15 june and onwards and then you as the client will make eft payments towards the outstanding amounts. This consultant is actually telling you with you making arrangements , it is not gaurantee that you wont be double debited! What absolute nonsense and pathetic service is this. I mean really, what kind of a bank of this that cannot gaurantee you wont be double debited but you call to make arrangements, of which they themselves as Nedbank send to you to do!

Pathetic