bad service and poor customer service

I'm really disappointed at the manner at which nedbank acted concerning my homeloan. I have a homeloan account with nedbank and I pay through a stop order . To my surprise I received an sms on 07/02/2019 that my account is in areas. My question is why wasn't I informed in advanced that I may inform my employers that my homeloan will increase but only to be notify by sms that it's in areas.What's so difficult about sending an information to the client in advance before the increase commerce. I called the nedbank call center about this and ask them to send me a letter that I can send to my employer as proof that bond has increase but I'm still waiting for their respond even today.