Ridiculous Service

I am so irritated by the service i am getting from my favourite bank currently not I assure you. In October i called Nedbank and advised them about my financial status and we agreed that 50% amount will be deducted off then in Nov it wil be the normal plus another 50% to bring the acc up to date. Firstly the consultant wanted me to pay it over 3 months i said no I prefer 2 months, that said the first amnt went off then in Nov problems started 3 amnts were deducted Normal, half and the division of over 3 months which I never agreed, called Nedbank they refunded back the amount without any hustle. Now come Dec same thing happens but this time only deducted twice, why, why is this done to me yet I did mention financial i am not okay, is it bcoz I bank with u and u do as u please on my account. This time I called to get a refund spoke to Nosipho while assisting we were cut off, she never called back, called again spoke to Arielle she was unhelpful as she said she is in collections she can't request a refund as no one will look at it, then i asked why didn't i go thru this last month she insisted, then she transferred me to the Refund dpt spoke to Mbulelo not helpful as well coz she put me on hold forever then when she came back he told me they can't request a refund I have to write a letter which is ridiculous my time, airtime wasted for such ridiculous service. Then I requested to be transfered to the complaints dpt spoke to Dimakatso who said the complaints dpt will call me shortly as she logged the complaint but the day is over and nothing no phonecall at all. It's so ridiculous I am broke and I need the money so freaken bad. I certainly hope someone wil understand and sort this for me I am so disgusted.