Payment Holiday messup

Due to the Covid 19 and lockdown, I had no choice to make use of the payment holiday option on my vehicle finance. I phone Avaf on 25 March to make arrangements. The lady said it was noted and that I will receive a email within 2 weeks, my April debit order was paid. After 2 weeks I phoned to hear what was going on, there was only a self help option available over the phone where I can opt in for payment relieve, I received an sms after that phone call that my request will be processed within 48 hours on the 15th of April, I did it again on the 20 th of April and got the same response, I havnt heard anthing since and accepted that it was processed. To my shock I received a call informing me that my vehicle is in arrears and should make payment arrangements. Please rectify. No managers available to explain the situation.