False Advertising on Loan

I have tried contacting support, they left me on read in the middle of our conversation for four hours. Was unable to end the chat and try again.

I have an issue on my personal loan.

They informed me about two weeks ago i was up to date with my loan, therefore is getting a payment break for January.

This did not happen and the funds was still reserved. Also the account had had interest put on it putting it in arrears which will be covered once the payment reflects.

How come was January handled like every other month of it was supposed to be a break month?

Please help. I don't want my loan in arrears, but i would like the payment break.

Please help.