Perosnal loan

I have a personal loan with Nedbank, then during 1st lockdown, I reported that I won't be having any income. I was given 3 Months break, which I think the Insurance was supposed to take over. Then this year I opened a saving account with them while I was still in arrears on my account. I made claims to Insurance while I was still waiting for the matter to be solved they switched their debit order from my Capitec to Nedbank account. which i never Authorised. they deducted money without my approval and when i question they send me from pillar to post.