Beneficiary disappears

I am a customer of standard bank for probably 45 years since my mom opened my first savings account as a kid. I am seeing red flags.... Can someone please explain to me how my internet banking profile "lost" a beneficiary including its history? The said beneficiary is a local municipality to which I pay my utility account monthly. The account has not been closed or changed. The bright and bubbly lady I communicated this to after waiting 20 minutes on your helpline gave me a number of reasons this could have happened excepting an error on your side. Please clarify for me whether this is something I can expect more of going forward. regards loyal client Dave