Payment Holiday Granted, but continuous debiting of account and conlflict of information from service agents

We contacted Standard Bank at the start of the corona lockdown for a payment holiday on the property we own, explaining a loss of household income. After weeks of waiting for a response, we were contacted and told that a 3 month payment holiday was granted and confirmed.

First month of the payment holiday Standard Bank tried debiting our account, which showed as though we defaulted. We then phoned twice, it was confirmed that on the system it showed that the payment holiday was granted and that this was their fault and it would be resolved. My wife also emailed, and we received confirmation over email that they could see that we were granted the payment holiday. We thought it had been resolved.

Second month of the payment holiday, again Standard Bank tried to debit our account. This time they actually refunded the RD fees. We then get a phonecall from someone from Standard Bank saying that it was an error and that we hadn't been granted a payment holiday - after we had confirmation from three separate call centre agents and confirmation over email that he had been and confirmed for over 7 weeks that it showed on the system. The standard bank employee committed to find out what was happening, and phone us back.

It is now 10 days later and 2 days away from the 25th [when again it will look like we have defaulted!!!] and we are still awaiting a call back and resolution to this!

We were granted the payment holiday, and now looks like we defaulted!! Terrible service. So disappointed by the lack of consideration and customer service!