Bad service

Good day

To whom it may concern.

Herewith I would like to complain about poor service I received from Standard Bank.

When lockdown just started and the president announced the national state of disaster due to Covid 19 Standard Bank offered payment relieve to their customers or in other words a payment holiday. I as customer that has my car financed trough Standard bank requested the payment holiday due to personal finance issues. My payment holiday was approved for 3 months. After the 3 months I requested a extension on my request ( second assistance), that was also approved and I received a confirmation email that my next payment will resume on the 1st of November 2020. I agreed.

Today I received a call from a lady at the VAF department from Standard bank stating that my account is in a arrears? How come if I was approved to second assistance on my payment holiday? I told the lady that I received a email that it was approved and payment will resume on the 1st of November 2020. The email was sent by Imtiaz. I was told she will follow up and get back to me. The money will be in my account for the debit to go off on the 1st of November 2020 like we agreed.

I am not happy with the service.. if my account was in a arrears why after 3 months you only call me to advise me that?? The money was never debited from my account for the last 3 months? Again I am stressed out due to lack of communication.... my husband is on debt review and now I am being placed under stress again, because I am being told my account is in a arrears...

I really hope someone will get back to me regarding this matter as I dont know whats happening...