Payment relief instituted without my instruction

This bank has instituted a three-month payment relief on an account without my instruction. I logged a complaint. Instead of giving me an explanation as to why they did this, Melleney Lippert, is not helpful at all. She ignores my questions and doesn't provide any confidence that they are taking this seriously. Not even an apology (that I can remember). I am insisting that this is not a cancellation but that ABSA needs to ensure my account is placed in the same position as if a payment holiday was never instituted. ABSA did this on their own accord, without my instruction and I will be writing to the Banking Ombudsman. The installment must revert to what it was, interest added must be reversed and my credit record remain spotless.