They wanna auction my bond without any consultation

Debit order go through every month. Unfortunately im on arrears and we made arrangements that they will debit as agreed last month they decided to debit only the monthly instalment and suddenly i got email from ********** and ********** full of thread and they don't wanna understands my situation to them is business as usual they wanna escalates this matter to legal and furthermore charge me legal fees as they did to me last year. I strongly feel my rights have been violated by the bank and they abuse me as a consumer is time someone teach them to consult with their clients before making decisions and their consultant are rude, unprofessional and lack of customer service.