Capitec Bank payment holiday shock

I have been a client for Capitec for more than 5 years and recommend it to anyone who cares to listen, I was excited to learn that they offer better payment holiday to the clients who have loans with them, yesterday 23 June i decided to call them and enquire about this, a friendly consultant helped me through the process and everything was done on his side, i received a confirmation of the new agreement, to my shock today 24 June the normal installment goes off in my account, i call Capitec and a friendly consultant named Phumzile explains what might have gone wrong and i ask her to redo everything to kick in next month, unfortunately i ran out of airtime and our line got cut off, i called again and asked for Phumzile, the lady now tells me they are working remotely so she can't transfer me, to which i agree to start from scratch with her, she was rude and just cold, not wanting to explain anything and telling me there's no payment holiday but reduced installments, i am with her for 15 minutes, she then tells me this can't be done until tomorrow because we have to wait for the statement to update on their side, i am so dissapointed at the service i received and the money i spent on these futile calls, it's unfortunate that i don't remember this lady's name because her tone and attitude was very unprofessional making it seem as if i am asking her to do me favours.