Nedbank Loans Inconsideration

My experience with Nedbank in the last few weeks has been appalling. After multiple emails, calls and even Twitter/X messages my issue seems to be getting worse. The lack of empathy, consideration and urgency in addressing a request/complaint from a loyal client has proven to me that I made a huge mistake by choosing them as my preferred Bank for all their products. After being debited R6315,09 for a personal loan I had requested an arrangement on - it evident to me that they have no regard for my request. They blue ticked my emails, with only MFC taking the lead to ensure I’m assisted. Today the lady from Personal Loans Collections that I was talking to even told me not to compare banks, yet I have every right to if my former colleagues in the same situation as I am are being assisted by Standard Bank. I feel mislead in all the conversations I’ve had regarding my situation. I had hoped that I’d be supported and a payment holiday or some form of relief would be granted. Instead I’m still being debited even when I do not have an income. There are no solutions from the people that call me regarding the loan. I feel helpless after the call I had today, I thought she would be relatable because she spoke in isiXhosa but instead she really had no manner of approach and disregarded my feelings completely in how she explained. The tone and jargon used made me feel even more depressed when looking at the situation. From the onset this matter has been ignored and not attended to by the relevant department.