Standard Bank doesn't care for Clients

I have been a standard bank client for a good couple of years. having made use of their products and facilities, one to name is the term loan. my account fell in arrears, and when contacted by standard bank i had requested for the double debit to take place in december as i had access funds, to my surprise, i was debited in January. i called through to the call centre and requested a reversal and for an arrangement to be made as my lively hood is riding on the fact that i had two R5000+ debits go off of my account. Standard bank directly told me that the account is up to date and there was nothing they could do for me or factor in that i had been honest with them.

what happened to customer service or looking after those who are a part of your business.