Unprofessional service and nontransparent

On the 21st December 2020. I called Wesbank and received help from Nhlanhla and asked to be helped regarding a new payment agreement. I had arrears for R38000 and asked if I paid R20000 if I could get a new payment agreement. She said yes, I paid the agreed amount the following day and called Nhlanhla as she had shared her cellphone number. To my amazement, she was not picking up, and later it was not going through which resulted in my payment agreement, not being arranged. January I paid again and was not notified or instructed for a way forward. I had also sent emails to the debt collector that was working for Wesbank, she did not respond and her number was not going through. I have proof of all the conversations and numbers and names of all the people I spoke to. Recently a debt collector called me and I was told that I need to settle all the arrears meanwhile I spoke to two people about my situation and nothing was communicated or resolved. I am appalled, disgusted, and depressed by this situation. How can I trust such a bank if the people they employ are so ***********, unforthcoming, and nontransparent? If they had clarified from the beginning the situation I would have paid the full amount and alleviated all this current nonsense from my life.