STANDARD BANK specialise collection center

I am so heart broken that Lebogang from specialised collection center transfered 80% of my salary to my outstanding account that i have with standardbank.I told him that i need the money for the rent he told me that i should write a motivation why i need the money back.on the 17/12/2015 my friend sent him an email but he never responded until i came back from leave.He does not respond to my email when he respond he just tell me that it has been declined.when i send him an email he just told me that i must send him the supporting documents when i asked him what supporting documents is needed he never respond as this is urgently as me and my 2year old daughter will be living on the street as the rent money has not been paid as yet.anyone from the relevent department help me please