Nedbank homeloans bad service

I entered into a rehabilitation agreement with nedbank on my bond account for 3 months,I've paid 2 months so far last payment for rehab to happen in Dec,I received a sms stating that I have broken that promise as they wanted to deduct twice in one month, today(02/12/2024) I have been on hold from past 9 or 10 being sent from pillar to post,still no resolve.my only ask is to reinstate my agreement and No one can assist me,I have been experiencing the worst service from a prominent bank,some of the homeloans collection and legal agents have even dropped the call in my ear 3 times..what to do now?