No response

Two months ago I requested to be assisted with a premium holiday from my home loan with standard bank debit care and they approved my request. However on the 8th December 2020 they debuted my account leaving me with bank charges that I can't afford to pay. It's been two weeks that iv sent them emails but only gotten response of people forwarding my emails to be assisted but no one has assisted me. Why approve me and still debit me because clearly tomorrow il be told that I'm behind on my payments and lose my bond.