Payment Holiday gone wrong

I’m rather crushed, I went to the Tembisa branch last month to apply for a payment holiday since I’m not back at work yet, they said they will send me an email which hasn’t happend till to date. This morning I woke up to a debit order I still don’t understand why?? Or how?? When I called they said the will get back to me shortly, I waited nothing happened and when I called them back again I was told whoever was dealing with my case couldn’t finish whatever they started so it shows as incomplete.. the lady that was assisting me made things worse as she was uncertain about every I asked her.