Home loan

Hi Standard bank, on the 27th of Dec I had a debit order for my home loan, same amount as of last month was deducted. On the 30th of Nov I’ve received an SMS that I’m in arrears. I’ve never missed a payment since I took the loan. The amount in arrears show the amount that I was supposed to pay after the interest rate adjustment. My main concern now, after this, my loan balance went over by R7k instead of going down. I’ve been trying to get an understanding how. I was told it’s an error that will be fixed. Now I am told the error is fixed yet my balance is still high. When I try getting my statement I’m being sent around. I need to understand what happened here. Surely it can’t take standard bank almost 15days to figure this out…