NO ASSISTANCE WHATSOEVER

In April of this year I have amended my banking details on a Personal Fixed Term loan. In May 2015 the premium was not requested by Standard Bank and i have contacted the call center to resubmit. This happened FOUR times. Still no submission. In June I contacted them and confirmed if i am in arrears or not. They confirmed that i am not. A week later i get a call from the same call center asking me to pay the outstanding amount. Since then its been an extremely unpleasant battle. I understand that I am now in arrears but this is not due to my own negligence. I then asked them to extend the term or restructure the payments as this was not my Fault. On 12 June i spoke to Thsepiso at the contact center and she assisted me with the reconstruction. When i phoned today 18 June, no request has been processed. Phindile assisted me and refuses to assist in checking up on the matter. In tried contacting legal for assistance but no luck. Will ANYBODY at Standard Bank assist me with this error as it is not my fault and i have been trying to rectify this without success!!!!!