Nedbank Debit order dispute

Hello Peter , Im very disappointed with Nedbank’s customer service,I have a loan with Nedbank And I took it to pay my School fees about a year ago , I work part time and study on the side ..so what has been happening ever since lock down my number of working days have been reduced so I’ve been struggling to pay my debit orders so I called nedbank about the situation and they still debited me twice in March and I called them to put me on payment holiday and I had to get help from their head office since their consultants were so rude and one asked me if I was busy taking loans for boyfriends...okay so let’s skip to what’s happening now ... nedbank hasn’t been calling me about my loan so I thought mybe they understood my situation and then next thing yesterday they debit me again 2 times and I asked them today why they made it a debit check since I never agreed to that and they said they had to since I’m on arreas I explained that we having a funeral this week at home and I’m the bread winner with unemployed parents so how will I be able to contribute with R300 on my account and the guy told me he’s sorry but he’s not promising me a refund because I’m in arreas but meanwhile they never discussed with me about debiting me twice and making my debit order a debit check.