Dissatisfied customer

I have a access loan with Standard bank.Since the lockdown I have been stressing as to how I will make my monthly repayments.My installment went off for March 2020.On 21 April I received a email saying I qualify for payment holiday.In the email it states my statements will show zero for April, May and June.I was relieved by the good news then,I receive a call on 15 May from a collection company saying I've been handed over. I'm very upset about this.How can they hand me over when I qualify for a payment holiday and I can't afford the installments since my company was on lockdown.Id number ***.