Covid Relief extension problem

Seems like the only way to get feedback is to make a fuss on all platforms, so here goes! I have been trying to reolve this issue since NOV 2020, and up until today I haven’t received any feedback in writing from Standard Bank or the Debt Care centre. I have to contact you the whole time. We app**** for Covid Relief on our home loan in April 2020, which was granted.

On 4 Jul 2020 - Received text to say our Relief has been extended with another 3 months. (Thank you! We were going to apply for extension but it was done on behalf of us) 8 Sept 2020 - Received another text to say our Relief had been extended with another 3 months. (Thank goodness as our financial situation just got worse).

Thus Relief granted according to my knowledge: Payment 1 April Payment 1 May Payment 1 Jun

Payment 1 Jul Payment 1 Aug Payment 1 Sept

Payment 1 Oct Payment 1 Nov Payment 1 Dec - PAID 2 DEC - TRANSFER TO HOME LOAN ACCOUNT

We were debited again on 2 Nov 2020, however that payment was still supposed to form part of the Covid Relief, and as such we did not have sufficient funds available for the payment on 2 Nov. I suddenly received a text message on 6 Nov 2020 that our Relief has ended (After Standard Bank attempted the debit order and after I contacted Standard Bank to find out why we were being debited).

We did make payment from 2 Dec 2020 and have been awaiting feedback. We are not in a financial position to pay any extra payments at this time and the "outstanding payments" should form part of the Covid Relief granted by Standard Bank to begin with. I have been contacting non-stop to try and get feedback as your lawyers are phoning us endlessly.

Up until today:

No call received from anyone at Standard Bank. No statement received from anyone (including the lawyers who has absolutely no idea what we owe, but phoning us for money - Ive asked for something in writing - Nothing received) No call received from Standard Bank prior to handing over the account in the first place (I didn’t even know we owed anything as it was supposed to be part of the Covid Relief YOU EXTENDED!) Our account was escalated to Debt Care Centre as the “mistake was on Standardbank’s end and will be resolved”, not our mistake, as per the lady I spoke to - I have her name, but won’t mention it here) - Still no call or email or sms or anything from them.

This needs to be resolved! We have had 3 home loans with you before and have never had a problem until now.

This is absolutely ridiculous and unnecessary. The mistake was made by you, not us.

Bianca