Nedbank holding us responsible for their errors on a personal loan

During Lockdown my husband app**** for a holiday plan for 3 months which was approved on his personal loan, then we got the email to apply for the Insurance claim which we did and we were informed it was approved. this was for the months of April to June for the next debit run to start 1st July. July came and nothing was deducted (money was in the account till round about the 20th of July. August (same thing) and September now we app**** for finance for transport and we were told that the account is in arrears three months. I find this firstly COMPLETELY UNACCEPTABLE for the following reasons:

the money was readily available to be deducted. We never received a sms /email or a call to ask why we are not paying.

Now i am not going to do the work of Nedbanks staff.

I want a full investigation done and i want to be credited for the three months in arrears actually with October it will now be 4 months so i want all 4 months credited to show we are not in arrears. We have no issues with the amount for the 4 months to be added to the final amount but i will not be asked to make extra monthly payment for something that is not our fault.

the account is in the name of Jaco Botha ID ***

He can be contacted on *** ONLY at one in the afternoon as he works in a mechanical workshop and cannot be on his phone.