Is Nedbank Loan Restructuring a trap?

Let me start here. My Nedbank Home Loan account was in arrears and was handed over for legal collection which incurred legal fees. After much effort to bring the account up to date, i was offered bond restructuring help by the said bank's legal department. The process started in July where i was told which will be the adjusted installment while arrears legal fees were capitalized on the loanam. Now in August they did not debit. However i paid in cash so that i dont fall in arrears. Now in September they debited twice the amount i was supposed pay. I contacted their call centre and advised them about the situation and was told to write a letter asking refund which i did. Now after 30 hours, i am advised refund not possible since my account was in arrears. But HOW? instead i was charged further legal fees. Is this restructuring process a trap? Bear in mind though interest rates was lowered i kept my installment constant and more than what i should be paying. I also suffered more interest as compared from July to August.