Bad service on Personal Loans instalments

I made an arrangement to reduce my monthly instalments for my personal loan until end of January 2015. I was informed that my account would be in arrears and that I had to make arrangements to settle the arrears.<br> Indeed my account was in arrears for +R6,000 and I made an EFT payment of R1,000 on 18 Feb 2015 and committed clear the arrears monthly. To my surprise my account was debited by +R5,000 on 25th of Feb which was rejected because was not expecting it and I didn't have funds.<br> I called the call centre to complain and the agent apologised and was reassured the original arrangement would be in force. My account was again debited for the arrears amount on the 13th of March and so I called and was told that a refund would be processed.<br> I then followed up on the refund on the 17th of March but this time I was shocked to learn that I am now required to fax proof of the original R1,000 I paid on the 18th of February and collections refused to give me an email despite the fax not working. I find this ridiculous because the amount is already reflecting as paid on the system and in any case is not related to the refund in question. <br> <br> This is the worst service I've ever received.