No clarity with regards to arrears - senior staff members never available

Good day

I bought a car in July. Standard Bank approved the Finance. On the documents I signed at the dealership, as well as the statements received via email, my first instalment was scheduled for 26 September 2017.

Shortly after I received my car Standard Bank phoned me to sell me Credit Life Insurance which I also took. Policy documents were sent to me and from my understanding I should have been debited from that month since the policy came into effect immediately.

During the first week in September I phoned in and requested for my instalment to be increased. Consultant said it should not be a problem. I received confirmation about 2 weeks later that my instalment was successfully changed.

In October I had a look at my bank statement and realised that the instalment was never deducted from my bank account in September. I phoned Standard Bank and was advised instalment will only be deducted 26 October but I do not need to worry because I do not have any arrears. Instalment deducted 26 October as I was told.

From Monday however, I have been receiving calls 3 times a day, as well as messages notifying me my account is overdue. I phoned the call centre twice, was transferred to different departments and all the consultants gave me a different explanation.

Apparently, because I have done a change on my account, my first due date was moved one month forward and I must just pay the arrears (I understand the term was also rescheduled). Another consultant told me that my account is not really in arrears, I just need to pay the amount since it is for my credit life insurance. Another told me that I do not need to take additional credit life, it is already included in my instalment (when they sold the Credit Life to me, I was told I need to take it separately). Then I was told my instalment deducted but my premium for Credit Life did not, I must just pay it extra. Another told me it is deducted as one amount, so why did it not deduct as one amount then?

Just would like someone that knows the products very well and that can figure out on the system what is actually going on and advise me accordingly. Am I paying for 2 Credit Life policies, where is the arrears from? Please note I will not give authorisation for the arrears to be deducted from my account as I did not at any time default on a payment.

I managed to find the Head of Standard Bank Vehicle Finance on LinkedIn. Not sure if he can assist? Otherwise the next step would be to drive to Standard Bank Head Offices to resolve.

Please guys can we sort this out. My mind was at ease in the beginning and I see Standard Bank as a reputable bank/company but currently my experience is heading towards disaster. I cannot spend more time on the phone and running up and down for simple explanations that cannot be dealt. I am not being compensated either for my time and calls trying to sort this out.

Kind Regards