Fed up with Standard Bank bad service

I have my home loan with standard bank, due to unforeseen circumstances I requested a payment holiday for November only, after numerous emails dealing with Simone Chan-Sam, \Justin""; Alistair Rubins; someone from the call centre phoned me to confirm the reason for the requested payment holiday; confirmed that its been approved ect. End November my homeloan payment wasn't debited as requested. Then all of a sudden I started getting sms's saying my homeloan is overdue;I contacted the same department who responded with the email below \""kindly be advised that according to the system your home loan request was approved for suspension for November"