Gross incompetence by Standard Bank Home Loans Division

I am currently paying more on my home loan than requested by means of a stop order through the Department of Education. Suddenly an additional amount was taken from my Nedbank account by means of a debit order. Nedbank immediately reversed the debit order for me and I phoned Standard Bank Home Loans on Monday 6 August to enquire about the extra deduction. I was told that "the system" reverted back to a previous "subsidy amount" and now the system shows that I actually pay less than required. The guy who helped me made no sense at all and called a supervisor who spoke more ******* that the previous person. I was requested to send "black and white proof" in order for them to see that I indeed pay the higher amount, although they could see on the screen that i indeed do. After an hour and seven minutes on the phone at my expense, I eventually hung up and can now state that I am shocked to experience this level of incompetence from Standard bank. I received no feedback per e-mail as requested. It seems to me that Standard Bank Home Loans doesn't care and I will therefore continue to submit a formal complaint to the Ombudsman, of which the details were supp**** to me by the call centre agent and his supervisor. I hope to have my bond moved ASAP and will advise everybody else to do so...