Call center useless. Can't follow up on own reference numbers!

This morning I get an sms from my bank to say that Standard Bank tried to to run a debit order on my account for my homeloan. The debit order failed,resulting in a negative mark on my credit score . Now,like many South Africans I made arrangement with them for a payment holiday as I am a commission earner and would not be getting commission for the next 2/3 months. Why do Standard Bank keep on sending me sms' to say my homeloan is in arrears and try to run debit orders on my account,but arrangements have been made? I don't get a response from them via email and the call center can't help either? Please see copied text below from email sent to Standard Bank on 16 April 2020 (first email sent on 24 March 2020) Email addresses sent to: *** *** ***

Email read as follows: Please see below email and attachments,forwarded on 24/03/2020. Service request nr ***. Ref nr ***,allocated to Zandile (all sent via sms from Standard Bank)

On 25/03/2020 I receive a sms stating 'Service request has been resolved'. Today on 16/04/2020 I receive a sms that states my homeloan account is in arrears. I call the debt nr ***) to query. The lady tells me that she cannot pick up on the reference nr as she only handles the applications,this after holding almost half an hour for the call to be answered. She says I have to wait for a call,but I have been waiting since 24 March? She also couldn't transfer me to anyone who can follow up on the reference nr's received and puts me on hold. After 30mins on the call and no help I hung up. My questions are as follows: 1.Why do I receive a sms from the the bank stating my account is in arrears if a payment holiday has been granted in March? 2.A colleague of mine app**** on the same day,and got a call a week after. Why didn't I receive anything? 3.Why can't the debt department follow up on reference nr provided by STD Bank via sms?