Dissatisfied, and dissapointed

I'm banking with nedbank , and have a personal loan with nedbank, and i requested a debt holiday of 3 months, and i was given only 1 month then after they just deducted the money without telling me and again the following month they did the same, so i want to know what is their problem as a person who is currently working from dont have phone access and i requested a call back from them but nothing like that happened