Customer penalized for negligence by consultants

I requested that std bank put my vehicle finance on hold last year and throughout the process I NEVER received any communication from std bank as to how far they were with the process instead I was the one calling and checking what was going on with the process. My request was however not honoured due to incompetence from the consultants even after I was given reassurance that all was well and all documents were received. I called std bank this month to reinstate my account and to my surprise my account is in the legal department. <br> I have not received any communication to notify me of this especially considering that the last consultant that I spoke to had said she would advise me if there was anything else needed. I don't understand why am I the one being penalized when the consultant is the one that didn't do her job! I have requested for them to provide me with the \recordings"of the calls to proof that everything was done correctly on my end and also confirmed by the consultant"