Wesbank bullies client who have missed sporadic payments

At the begin of July I received an email from a non @wesbank email address saying I must get in contact about my Wesbank account. I asked what it was about and never received an answer. The fact that it wasn't from @wesbank.co.za I did not take it serious.

Today someone arrived at my gate and left a message to contact them. I called and was told I need to pay half of an arrears amount today or they are going to take my vehicle. I then went looking through my emails to see if I could find some follow-up on that original email and found a response in spam. The email mentioned an arrears amount. I responded to the email asking what I can do to make an arrangement and was told an arrangement is no longer and option and that I must just pay the full outstanding amount or they will take my vehicle. (On a side note it looks like only 3/4 payments in the last year were missed of the passed 5 years of paying on-time).

Why am I being told to pay half to the person at the gate yet the collection agent is saying the full amount? The amounts are also different?

It seems Wesbank have a really bad attitude when it comes to dealing with collections instead of trying to resolve things amicably. Things were tough on me financially last year and COVID-19 has delivered an additional blow. Here I am trying to say what can I do to arrange paying off and I'm being bul**** into paying the full amount or threatened.