Unfair treatment and no care for clients

I have a loan with old mutual and have not paid as I have been diagnosed with an illness and have been in and out of hospital. This has drastically affected my income. I am in and out of hospital hence requested assistance I spoke to Ketiwe this morning and made arrangement to reduce my installments for 6 months and to add an additional amount to the arrears which was agreed upon. I then said I am awaiting for a disability claim and I'd paid will settle the balance and I told her this month to be included in the arrears.I did get some funds come into my account to buy food items and pay my lights and water. However old mutual has taken the full installment which puts me now in a very unfavorable situation. This was not my salary this was money borrowed. I have made arrangements and told Ketiwe I will make a part payment towards this month arrears as well which she understood and accepted. Your calls are recorded and this can be verified. i have requested for the diff to be refunded as the outstanding then can be debited over 6 months and Ketiwe calls and advise that this cannot be refunded as i am liable for the premiums , in that case why was the arrangement made to deduct over 6 months The arrangement for the reduced payment is in place and will be honored and if I do get additional funds will settle the acc.I have been a previous client and have not defaulted on a payment and will honor's the current as well. It seems Old mutual not listening to a plea of a client