Payment Break Gone wrong

On the 5th of November 2020 I received an email from Standard bank informing me that my payment break on the vehicle has been approved for 3 months. It is 3 months later, they still have not given me the break, I am in 3 months arears on my account. I have been emailing them and the response I get is 'we will give feedback in 5 working days", it is now 3 months, my account is behind by 3 months. Why did they tell me the break is approved? They even stopped debiting my account. Can someone from Standard bank explain to me why they decided to mess up my account while I am already struggling. The call center could not help me because the account has been handed over.