Emphathy

I went to a branch on the 8 May 2020 to make a call spoke to Karabo he told me he has capture my request and gave me a reference number.I waited for response until on monday i tried to phone using my cellphone but the waiting was just too much I ran out of airtime holding(the branch that i can walk to is temporarily closed)the i decided to go to a branch again (I still spend money for transport to go to a branch) this time on tuesday 19 May 2020 now the agent that assisted me told me a different version he said i must roughly pay +- xy amount then i said but its almost month end then he said i must subtract for the current amount how do I make a deposit when i being told different version i might owe the bank but i deserve to be treated like the way I was treated when my loan was approved.