Account handed over without my knoweldge

I have experienced the worst kind of customer service. To make matters worse this is a home loan. I have informed the bank before I lost my job, they confirmed through a call that , my payment arrangement would be processed. This was not done but I found out the harsh way. I missed payment for 2 months in 2019. I received a statement in November 2020 showing an overdue balance plus interest of R13k. I called the bank immediately to arrange for my account to be up to date. My installment was increased and I was informed my account was to be handed over but they will stop the process. Now I want to pay off the balance and I'm being referred all over. I have not been assisted and it's appalling that I find out everything by contacting the bank , not even once did I receive a call informing about all the decisions they have taken on without my knowledge. What makes this worse is the fact that I emailed the bank from 2020 , for this to still happen?

I was informed my account is handled by a lady called Priscilla who was supposed to contact me but never did, because they could not give me her details. Now I'm referred else where even with a payment arrangement in place.

I want to pay off overdue debt, please just provide me with information. That's all I'm asking for.

This is very unfair .

Regards, Lerato