Nedbank doesnt care about their Clients

We have a Nedbank Home loan account, and due to circumstances fell behind on payment. We continued to make monthly payments which we could afford. One of the call centre agents contacted me on the 11/09/2017 and told me that we are behind. I then asked the consultant what i needed to do in order to keep it from being handed over and he said that i need to make the full instalment payment. I then told him that i would do that on the 23/09/2017. He then said no problem and that he would make a note of it.

Last week I was contacted by the Legal Department and told that if i do not pay the full arrear amount immediately there would be further consequenses. I then told them about the conversation of the 11/09/2017 and they are saying it is not recorded.

I dont understand how everything gets recorded but not the ones that makes an impact or where arrangments have been made. I begged them to look for it and no one actually bothered or really cares.

I would think as it is advertised that Banks actually tries to helps owners keep the properties and assist?