Changing Bond Term and Issuing Payment Holiday without being requested

At the beginning of this month I noticed Standard Bank had not debited my account for my bond, after sending numerous mails with no answer, I finally called inquiries, I was informed that my bond account was placed on a payment holiday, without me asking for this. I was told that the home loans department would call me back, which never happened.

I called the home loans department and was further informed that my bond was also extended without me asking by a period of 12 months, I was further advised that the home loans department cannot alter this and I would need to contact the Debtcare department to cancel what I didn't ask for in the first place, as they could not do this on my behalf.

The Debtcare number is too busy to get through, waited 20min, I sent a call me back message and an email both of which have not been returned.

I also contacted the complaints department whom forwarded my message with no followup.

Why do I have to call to cancel what I didn't request in the first place?