bad service

writing this on behalf of my mom, I am deeply upset with the service my mom has received from standard bank branches and there customer service! my mother has a home loan with them, when the Covid started she app**** for the Covid holiday payments she went into the bank and after a few weeks she went back into the bank because they did not let her know anything in 2 weeks as they said they would! the agent told her that it's bee approved for 3 months, so she doesn't need to pay anything for 3 months, then after that she app**** again and they told her it's been approved again, suddenly after the 6 months she receives another call saying that the bond is in arreas for 6 months! and she needs to pay 20 000 immediately otherwise will be handed over to the lawyers! then she said no but they told her it's she don't need to pay for that 6 months she app**** for the holiday payments, Sorry not sure if I am using the correct word, anyway it was back and fourth to the bank and phone calls. eventually after a fight they said it's fine the arrears will fall away and they will just extend the term longer, so every time a agent keeps calling demand the arreas money! like it was not her fault she went into the bank and they told her it was approved! why don't they listen to there calls..... they honestly need to do there job right! I am so disappointed and won't ever be dealing with standard bank in the future, they suck I wouldn't advice anyone to take out home loans with them