Break

I recently received a sms stating that I can apply for a payment holiday of which in all my time at African Bank never happened. I went into the branch and spoke the consultant and he was helping another customer. I asked him the number for the call centre as I told him that I needed a payment holiday in November. I call the call centre and was informed that it may or may not be possible and that it is not guaranteed that my request will be successful and it is only valid in the month I received the sms. I whent last week was still valid but they can only help me after my debit order whent off for this month. So whent back today and now been told it is to late. I am paying off a big loan and their is no way of helping for 1 month as it is been advertised. I was told you can have a break once a year now i cant.... I need reply on yhis asap please. Thanks