Unauthorized deduction from my cheque account to Loan account

I have a Nedbank Personal loan, that fell into arrears due to unemployment for 2021 and 2022. I have constantly communicated with Nedbank and made my Normal monthly payments as soon as i found employment . The last communication i had with the consultant that called was i will be making additional payments from end of January 2024 to cover my arrears so that the loan and the arrear will be settled at the end of the loan term , which is November 2024.

I have a plan in place and i have not ran away from my debt. Even during my unemployment period i constantly made an arrangement to pay the little i had so that my name does not get blacklisted. Then boom, without notice or communication , a large sum of money is deducted from my current account without authorization on the 2 Jan 2024.

When i call the contact center i am taken from pillar to post and told that the system has deducted money from my account and cannot be reversed.

Who is operating the system, the system has never called me to make an arrangement or offer me a loan, How on earth can that system decide to get into my account and deduct the money with out my Knowledge.

when i contact the load department , the consultants are rude and leave you no space to assist.

If Nedbank does this kind of Job, then i would rather take my business else where and close my account. I am frustrated and not happy at all.