Holiday payment plan

On the 25 of August 2018 i ccalled standard bank requeasting for holiday payment as i lost my job and was not gonna be able to pay for few months up until i get a job. I got the forms and everything i filled them and submitted to scott phyllis who was assisting me and when she couldnt get hold of me she would send an email on the 8th she claimed she had called me while she did not and my request was approved but she never told me and there is a lady who called me afterwards saying they tried to call me but on the 8th of September there is no record of any missed call in my phone from Standard bank and i was always available which she provided false information my bank card ia in arrears bcus i cant pay for my car. If Scott had called on the 8th and couldnt get hold of me why she ddnt send me an email as she did before can someone please help me with this whole thing