No Honour in Standard Bank's Word

We received a Payment holiday from Standard bank in April 2020 - for 3 months - being April and May and June. Then in June we received another sms saying it is extended with 3 months being July, August and September. Then in September I received another sms saying another 3 months - which is fantastic because we will only be back up in January - and this 3 months will make it, October, November and December - so we called to confirm. The lady my husband spoke to said sir I dont see any debit raised for October so it looks like it is correct. And your other bond's debit did not go off - so it is most definately correct.

Left at that then - we had a person over the phone saying everything looked right and the sms confirmed we had another holiday. Now in November only I get a phone call saying we are a month behind - I was shocked - I said but I dont understand - she said she will escalate it and somebody will call us back. Nobody did. I again called - spoke to a gentleman Obed who confirmed mam - if they made a commitment with an sms they have to honor it. So again - confirmation that the holiday will be granted.

Then today Saturday 7 November 2020 I get a phone call from a Samantha Roslyn Sikhot on number: *** saying I am in arrears. I said no - i have an sms - she said well yes that sms is an error. I said but that is not treating me fairly as the customer and totally against what the FAIS act is for. She said well it was an error and I must pay. If I want another extension I must apply for it - I said but you are misunderstanding your sms says I have an extension and I demand that you honour your extension based on phone calls and an sms received. I dont need to apply for it - I already have it She said well she will then just hand my file over to debt collection and they will contact me all hours of the day to drive me crazy. Those were her exact words and I am sure you can trace the call. I said this is not right in terms of FAIS and I will take it to the Ombud. I asked to speak to someone higher up - a manager or somebody. She then threw the phone down in my ear.