Bank with no integrity

I have been having financial problems and had to do reversals on my account. This month I was trying to make arrangements for extra payments with no success I advised agents calling me that I will make extra payments of R 5000.00 each month till the arrears are settled I was not allowed to make arrangements a lady called me and advised me that my car will be collected and advised that I can make arrangements she hung up on me. I also asked for account details and she advised me that they will sent out someone to collect my car. I did not receive any summons or court order but I am being treated this way. I am disappointed in myself for taking finance with Nedbank when I had so many other options. I am willing to make payment . I would like to understand why clients cannot make arrangements with for payment. What is the collections process with Nedbank? if I was to go to court with the recordings trying to make arrangements will Nedbank have followed procedure? Are the staff from Nedbank sent for training to do collections? I am willing to make payment of R 5000.00 for the 3 months arrear payment, we are goin through very difficult times , I would like banking details to make payments and proof of my arrangement!