incorrect handling of my home loan debit order

I am writing to formally raise my concerns regarding the incorrect handling of my home loan debit order, following my approved payment holiday and subsequent request to amend the debit order date.

In March 2025, I app**** for a payment holiday on my home loan, which was approved for the period 28/03/2025 to 28/06/2025. In May, I requested that the debit order date be changed from the 28th of each month to the 1st of each month. I was contacted by a call center agent who confirmed that this change had been implemented.

Despite this, my account was debited on 09/06/2025 for the full installment, which was then reversed due to insufficient funds. My concern is twofold:

If the payment holiday is valid until 28/06/2025, why was my account debited at all, especially on the 9th of June, which falls within the payment holiday period?

I have since been told that the debit order was attempted on the 1st of June, but failed due to insufficient funds. Again, I did not expect or authorize any deductions during the agreed payment holiday.

Additionally, I have been made aware that in order to amend the debit order date, written consent from all three bondholders is required, which I did not provide. The change was actioned based solely on a telephone conversation, without the required documentation or approval from all parties. This raises serious concerns regarding your processes and compliance.

To add to my frustration, I was informed that the matter would be investigated within three working days, yet it has been over a week with no feedback or resolution. I also spent over 20 minutes on the phone with a consultant who failed to assist me and eventually disconnected the call.

I am extremely dissatisfied with the handling of this matter and request the following:

A full investigation into why deductions were attempted during the payment holiday

Clarification on how the debit order date was changed without the legally required documentation

Assurance that no further unauthorized deductions will be made until the payment holiday period ends

Immediate feedback on the outcome of your investigation

The ongoing issues and lack of communication are unacceptable. I expect this matter to be treated with urgency and transparency.