Poor administration of Loan account

Very bad experience received, I took out a personal loan with standard bank. Which till today they are failing to debit my account. I have given them all the necessary documentation including my bank statements and they have now resorted in handing over the account. Under what grounds was this done as I have spoken to the call center consultants more than 10 times and they even assured me that the arrears on the account will be forgiven since its wasn’t my fault that the account has been captured incorrectly. On the 26th of March I spoke to Ponalo Raditla from the call center who ten escalated the matter to Andy Micheal and both confirmed that my first instalment will go off effectively from the 26th of March 2018 and they will disregard and forgive the arrears for January 2018 and February 2018 because the error is on their side as they are not debiting the correct account. I then escalated the matter to standard bank complains department which they never even bothered to get back to me in any form of communication whether email or phone call. The last call I have received was yesterday 7th April 2018 at 11:11 where I had to explain myself again to the consultant about the situation and requested that she escalate the matter which she refused to do and forced to make an arrangement for payment which I have explained that they need to debit the correct account as per the debit order instruction and the bank statements sent through to standard bank by myself as per our contractual agreement. She then instructed me to go to the branch and sort it out which I agreed to. To my surprise today I am receiving an email today from MacRobert Inc.Direct telephone number: ********** Email: ********** stating that the account has been handed over to them. Under what ground as this was not communicated to me and I was informed telephonically and confirmed to more than 3 times by the Standard bank debt collection department that the arrears will be forgiven as the error is from standard bank and not me.

I am not treated fairly as a client due to their poor administration, all communication should be via email i request that they listen to their recordings and i am willing to take this further.