Payment Holiday LIES and unhelpful staff!!!!

Due to Covid 19 my household has experienced a reduced income, and was unable to make a payment to my credit card at the end of June 2020. I app**** for a payment holiday on my credit card as well as my home-loan with standard bank on the 20th July 2020. I received an automated response that it would take 10 working days to process. On the 31st July i had still not received a response so i called in and was advised by a consultant that the credit card payment holiday was approved however the home-loan was still being processed and that they would escalate the matter. Having being told that my credit card payment holiday was approved, i did not make a payment at the end of July. On the 4th Aug, i received an email "Request for assistance approved" basically the email stated that all products i requested a payment holiday for has been approved. On the 6th Aug, i received an email to say that my credit card was in arrears, i called and and was advised that the payment holiday was still not processed, when i advised the consultant that i was told telephonically in July that it was approved she advised that she would escalate. This escalation seemed to replicate the exact form i initially completed with all the same questions and once again i received the email stating it would take 10 working days. On the 11th Aug, i called in again to query the status of the application for the home-loan and credit card, i was advised that there is no approval on the system. I then forwarded the email i received and was told it would be escalated. The next day i got a call from attorneys about credit card being in arrears with an additional R2000+. Today i called standard bank, spoke to a gentleman in credit card collections, he advised that the matter was not escalated on the 11th when i called in and that he would do the escalation. Called home-loans and was advised that the home-loan application was also not approved as yet. When i asked the consultant about the email i received, she said that the system automatically generates an "approved" email when an application is done.

This is such *****! 1. I have now been handed over to attorneys, where i have 10 days to make a full payment on the credit card, even though i was told the payment holiday was approved. 2. Standard Bank sends an email saying payment holiday has been approved when it actually has not been. 3. The process that supposed to take 10 working days, is now on the 20th working day.

None of the consultants are willing to help me or refer to me to a manager for assistance.

Standard Bank has been so misleading with their "payment holiday" process and this has now put me in jeopardy of being blacklisted.