DISAPPOINTED IN SERVICE!

I have a Personal loan of which I pay every month on the 27th which is my pay date. In March I app**** for a payment holiday of which was granted for 3 months, which was for April, May and June. In July I called in to extend it and agent advised that they can only extend it for one moth which was for July, so according to me my re-payments will start on 27 August 2020. On the 27th of August no debit order went off, I waited till the next day, still no deduction, on Monday 31 August 2020 I decided to call and find out why the debit didn't go off, I spent R70 airtime holding and was not assisted, on Tuesday I called again however was still holding to long and decided to drop the call, I then decided to call Kenilworth Branch to speak to the guy I always deal with, however, no answer. I got a callback from the Branch Manager to advise that there was a missed call, I explained to him why I called and he advised that if you extend the payment holiday its extended by 3 months of which I advised that its strange because the lady said you can only extend by one month, after that you have to make payment arrangements. He then advised me to call back next week as its month end and its busy as I told him I keep on calling and holding on through my whole lunch and tea times.Today I received a sms to advise that my loan account is in arrears and that I need to call, I called in immediately as I am very over my Profile as well as my credit score, I asked the lady why the debit did not go off and she advised that there was no debit order set of which I got furious because now this is affecting my credit record and its not my fault. I feel that this is extremely unfair as this is not my fault that no debit was set now I have a bad name because I skipped a payment of which I NEVER EVER skip payments. I WANT FEEDBACK AND THIS FIXED AS SOON AS POSSIBLE AS I'M NOT GOING TO LET MY NAME REFLECT BAD AND ITS NOT MY FAULT!