Payment arrangement not honoured

I have been liaising with SBHL since December 2015. i was told I could make a payment arrangement as I am in arrears. I was told I would be sent the paper work around the 15th December 2015. I have been waiting and e-mailing and always get the automated response. I respond with relevant details and then was told I could do a payment arrangement and forms would be sent, Then today I get an SMS that this has been handed to external attorneys and I have three month to catch up outstanding payments or lose the house. I am in arrears but have been trying to sort this out and though I was winning. SBHL need to 'standardise' or put people on the accounts so a person sorts this and not a 'machine'. I am only just 2.5 months in arrears and can catch up if I have some time - I cant make three double payments in a row. Are banks trying to help people keep their homes or just try and force them out during a negotiation. I am willing to pay and can catch up but now I am told the bank cant speak to me I must speak to the attorneys. I need a person at Standard Bank who can honour the payment arrangement deal. I feel that the industry is not listening and trying to help the consumer.