Homeloan department knows nothing

I have a loan with standard bank. I was retrenched last year and my insurance covered the loan for the last year (which was a nightmare to get done). the home loan department put my account on a payment holiday because they had no other way to stop the debit from going off on my bank account, today i called to enquire about my instalment after the interest rate has decreased my instalment increased, when i enquired why is that, i was transferred to 5 different people and was told that because i app**** for a payment holiday my instalment cannot be adjusted.