Pls can we get a permanent arrangement

I'm disappointed in the manner in which Nedbank makes and keeps to arrangements. I recently made a payment arrangement with Nedbank they agree to it then default on their own arrangement they don't call you back they don't inform you that they decided the arrangement is no longer in force. When you enquire you are told what their procedures are and not anything about the facts that they defaulted. Then to add insult to injury they try to manipulate you into agreeing to an arrangement you know you cannot afford. Each consultant has its own view and it's own interpretation and each consultant makes different arrangements that Nedbank cannot keep. Please help...we are giving reasonable expectation and then just left out to dry...we have anxiety over the issue and considering we are brand loyal to Nedbank for nearly 15 years. Is Nedbank only there for the good times