No care for customers

Standard bank service is terrible.I have been unemployed for a couple of months and have notified them.I made an arrangement in October via email stating how much I can afford to pay when my uif comes through.On the 23rd of November my entire uif was debited towards my outstanding loan and was told there is nothing they can do and no reversal will be made.I do not want to be pushed to report this to the ombudsman but if this is not sorted out before Monday 29 November then you leave me no choice.I will expect a call regarding this matter urgently!!!