Frustration with Standard Bank

A while back a complaint was made against standard bank and the fact that when it comes to debit orders and unique circumstances, they really just don't care. My husband was sent to jail but the case is still in progress. Due to fact that he is not able to pay his other debt, the other banks wants to go after is accounts. I have been paying the house for the past year. To prevent falling behind with house payments (we have 2 kids and don't want to lose the house), we requested Standard Bank to please help us and to look at the circumstances until we manage to sort out the legal matters. He managed to phone standard bank, spoke to Prince, he was requested to send a letter stating why he wants to cancel the debit order. We manage to do that. Now we get a response:

"Kindly be advised that you have a cross sell concession which is a discount on your rate due to having a Standard Bank, bank account loaded on the bond. If you cancel the debit order the discount will be removed and the instalment would increase. I have referred your request to the dshlrestructures *** to assist with payment arrangements. They offer suspension of debit order, like a payment holiday for example. If you would like to do any follow ups, kindly send an e-mail to DSHL or call the call centre and request to speak to someone at the DSHL deprtment if required. "

It becomses very clear that you just can't win. The fact that this person requested him to phone the call center, tells me that they didn't even bother to read the letter or look at the document or this person is just stupid. How can you request someone who is in jail to phone and communicate. They also make it impossible to do anything. Obviously i, as a single mother, can't afford to pay more as we are really struggling at this point. If you cancel, you pay more and get *****ed by standard bank. The bank account will still be open, the fee will still get paid so he will still have a bank account. If you keep on paying large amounts into the account, the money will eventually not reach standard bank anymore. So there really is no way out of this situation. Thank you standard bank for nothing. From our side, we have done everything we can possibly do now. So if the debit order doesn't go through, please note that he is in jail and you won't be able to communicate with him. I honestly don't know what to do. The response from your offices doesn't even make sense. What payment holiday? Are you giving this holiday until he managed to sort our his legal issues. I just don't know what to do.