UNACCEPTABLE INDOOR POLICIES NEDBANK!!!!!!!

We have a home loan with Nedbank, last month I made an arrangement for deducting only half of my instalment and pay back the amount over 3 months. Few days after the arrangement was made there was money deducted from my account, keep on getting messages for settling the arrear amount?? I did not take notice of it because we have an arrangement to pay it back over 3 months? Again just after receiving the messages there were another +-R1000 deducted from my account for the arrears on my home loan? Now that I got hold of help from Nedbank they states: I'm a small business account holder, I should have communicated and did the arrangement with one certain guy and not the Home loan collections department....I mean to say how am I suppose to know that? So on the small business home loan dept my arrangement is not showing, but it do show with the home loan collections dept? Yesterday I was told my money will not be refunded to me, because of this? Now the customer must suffer for Nedbank's inhouse policies.....unacceptable!!!!