Rude staff and Lack of communication

I've had a payment arrangement on my personal loan account and to my surprise when i called the call centre to make sure that my arrangement is finishing. I get told by a very rude consultant that i will have to make a new arrangement because my account is still in arrears.

Which came as a shock because i have a debit order setup, but apparently there's debit orders that were not debited. Again that's a surprise to me.

I need someone from nedbank to call me and tell me how does my account remain in arrears whilst i've made an arrangement and iu've never received a message or even a call saying a debit order didn't go through successfully.

I'm really angry and disappointed with how i've been treated by nedbank