Very Despondent about customer service

I have had a personal loan with Nedbank for a while now, and i have NEVER missed a payment. I phoned last month to report that the payment will be 3 or 4 days late. Then also asked to avoid this complication, may i change the debit order date, which i was too late to do that month. So again on the 20/10 i phoned and spoke to John (ref no ********** 1) and he said i can change my debit order date, but he mentioned NOTHING about Nedbank taking their money today on the 24th. I phoned Winne Mtetwa, this morning and she was going to listen to the recording and come back to me. It is now 17:15 and i was told that she works until 6, so she will come back to me before close of business. In the meantime my issue is not solved. I am so upset, I have never ever missed or skipped payments, and this is how i get treated. Im left with a bad taste in my mouth with NEDBANk.....