Deplorable service

Home loan assistance was granted 2 months ago. An amount was agreed between the bank and myself, however, the debit that went of my account on 6 August 2023 was in excess of the agreed amount. I sent through an email and until now, 2 September 2023, no feedback has been received. Further, the next debit is due to go off on 6 September 2023. The service is deplorable. Customer service has no importance any longer. What do the staff that are fortunate to have a job, actually do there is what I would like to know, because they certainly are not assisting.