Loans repayments

I am really getting tires of Standard banks poor communication system / poor service, on the 15th September 2020 my personal banker app**** for debt restructuring for me but go my surprise by month end my account was debited. I laid a complain here on Hellopeter and standard bank rep**** by saying they are attending to the matter as a sense of urgency. Till today no feedback from them. Then on the 13 November 2020 I received an email that my payment holiday was approved and they debited my account. When I called today one consultant told me that yes my payment holiday was approved on the 10th November 2020 but for December 2020. My question is how can they approve that for December when I needed from November 2020. They always say when you are having problems you must not e quite so I raised my hand and say I am struggling but they chose not to give me help the same month I need help.