Being ****med inside Standard bank

On the 24th of June I went into the Standard bank brunch in Saveways Witbank a lady inside the bank which was a consultant helped me as I wanted them to reduce the installment fee for the loan I took out with them since I was getting half my pay at work the lady made me call the head office so that they can help me, we called using the standard bank phones. The head office then helped me and reduced my installment fee, they have been dedicating R2000 for the past 3 months but when I went to the bank today they told me the loan hasn't been paid for the past 3 months but the money has been deducted every month. Now they are telling me they can't refund or reverse the money.