No knowledge of own internal procedure

Contacted the call centre on Tuesday 16 February to request a payment holiday for the month of February. The consultant advised that it is done in the branch because you have to produce your ID and they take your fingerprints. Went to the branch today (20 February 2016) and they said that authorization has to come from the call centre. <br> Just spent an hour on the phone to various departments to find out exactly how this process works, and they now told me to go back to the branch to fill in application forms!!!!! I mean what the hell is the internal procedure? Or does this advertised offering actually not exist?<br> Very angry and frustrated.