Nedbank client services poor

I have a personal loan with nedbank which I have been paying every single month. I am a mother to a seven month old baby and currently unemployed. I still struggle to make payments every month but I never miss a payment. I have called the call center countless times and I have been emailing the admin department and well as Gabi Khoza who has not gotten back to me for more than two weeks now. I make my payments every month at the end of the month via my banking application. Despite this I am receiving calls from nedbank collections department that I am five months in arrears even after weeks of me already sending all of my proof of payments. This service is really unacceptable. Your lack of service as a service provider shows that you do not care for your clients. This is affecting my credit score. My mental and emotional health. I have been begging for help and nothing has happened.