Bond term dispute

I sent an email to Nedbank asking for premium holiday since the Covid affected me financially and received a feedback that i would get a holiday for a period of 3 months and my payment installment would be restructured. I was not given a call or anything about the options i have regarding the restructuring and all of a sudden now that the holiday ended my bond term was now increased by 10 more months yet the holiday only app**** for 2 months. I am not happy about this as nobody confirmed with me if I was comfortable with this option.

I called the call center last week Monday and spoke to a lady by the name of Neo who promised to look into the matter as she couldn't explain why my bond term was increased without my consent, Till today she has not called. I called again this Monday and spoke to someone from the collection department who confirmed my bond was up to date and i should call again to find out what happened.

I called yesterday and asked to speak to a manager and i was referred to a manager by the name of Phindile who did call to refer me to another department where i was finally connected to a guy by the name of Sbusiso. He did explain that my term was increased I asked him who authorised this? was there any record of me taking this is one of the options to cover for my holiday and he said his manager will call me back till now no call. I called again today and spoke to Nicole who also confirmed the term was increased, i asked if there was another way of me making up for the holiday as it does not make sense that i got a holiday for 2 months yet my term increases by 10 months it makes no sense to me. She tried to put me through to the restructuring department but i held for over an hour and till now there is no solution to my problem.

I'm totally dissatisfied with such a service from a big bank like nedbank, it still doesn't make sense that they would give me a relief for 2 months then increase the term by 10 months how is this helping me improve financially as it is just making my situation worse?

If i do not get feedback on this matter by Monday then im taking this issue further.