Bad service

I'm angry at Woolworths,they did a debt consolidation on my loan and I called them 2 weeks back they said they will call me back within 48hrs till today I haven't received their call.I called them twice they said I must wait for their call.+-R550 was taken from my loan available and R519 consolidation loan was not rectified, it's added to my account.How does one do consolidation on my account without my concern?