No response to emails, grossly affecting my credit worthiness

I took out a loan with standard bank in December, premiums not deducted from my current account but on my tax free account. That was not the agreement, my account is in arrears and I have a negative report which affects my credit score and worthiness. Sent emails, received a call from them and made arrangements to pay still no deductions. Email response is automated, how does one actually know ifits checked or not? I cannot afford to have another month recorded for missed payment on my account