Over deducted my account

For 3 months in a row my loan accounts has been over deducted after an arrangement was made with the bank. Firstly, my account went into arrears because the consultant did not switch my debit order like they were supposed to. After I made an arrangement, my account kept being deducted and for 3 months I had to call into the contact center to reverse it and I was told the arrangement was not captured. The consultants has no empathy at all. At the end of the day we pay fees to bank with NedBank and this client service is not okay.