Payment holiday approved but collection department calling for payment

Standard Bank approved approved a 3 month payment holiday on my RCP and even refunded my April 2020 debit order but today your collection department calls and asks me why was there a payment reversal for April. I explained to the caller about the payment holiday and she is requesting that I must send her my approval email. Shouldn't Standard Bank be communicating this vital information to all the necessary departments within your organisation especially the collection team? Please sort out this matter urgently.