Rude agent

After months of incorrectly debiting my account for my personal loan and monthly follow ups as this happens with each salary deposit I would escalate and have to wait for feedback the agent who this was initially assigned to only rep**** to 2 of my 67 emails so when making a payment arrangement for lower installment she replies "she has arranged just before her debicheck is due"when as soon as I received an sms i made the arrangement and requested the change, NOMVUYO HANS was unprofessional in her response as if my payments were not being received by nedbank