ABSA Payment Relief Mishap

So just before I have my say, I need to mention that I fully understand that we are in a pandemic at the moment and that absa is running on as few people as possible but this has nothing to do with staff numbers:

My mother app**** for the payment relief program that absa started in april in an attempt to limit the financial implications of the rocky economy. I took out a student loan through my parents and subsequently pay it off through them every month. When we heard of the offer, we immediately app****! Firstly, it was a bit of a mission to get redirected to the right person to talk to because nobody for some reason understood my student loan code or something along those lines. After we finally got ahold of someone, the lady confirmed that the payment relief was indeed active for my student loan repayments and that we would be given a 3 month grace period. Everything however was not as stated by the Absa employee.

So my grievances can be summed up into the following points.

1) The student loan was obviously debited from my mothers account otherwise there would be no need for this post. It was debited even after we received confirmation that it would not be. 2) We tried to phone the call center but get this, NOBODY CAN HELP US WITH MY SPECIFIC CODE OF A STUDENT LOAN (What does that even mean)????? 3) We were given so many different numbers to try to call, one for every time we phoned the call center and still no success. We just got the same reply that the person who we were dealing with on that specific call can not assist us because they can not access my student loan details from their side. 4) I found all of this strange since they were always able to access MY BROTHERS STUDENT LOAN DETAILS but not mine??

So we decided to actually go to a branch and see if they are able to assist us and guess what........we were just given some measly reference number of an email sent. Something which we have done and could have done again. The person we dealt with at the branch could ALSO not assist us!

So my question is....if nobody can see the specific details of my loan...does it even exist??? Is there just one particular person that has access???

So here we sit...all we have is the recorded conversation between us and an absa employee confirming that will indeed be receiving payment relief on my loan and have since been trying just to get ahold of someone to tell them that it was not so.

Please could you reply so that I can redirect you to my mother who will be able to provide you with all the relevant security questions etc etc