Payment Holiday NIghtmare

I am extremely angry and unhappy with the recent service. I called into the loan department weeks ago to arrange a payment holiday on mine and my sister's student loan. The consultant I spoke to said it was not a problem. He said that he had loaded everything onto the system and it was sorted and they would contact me if there was a problem. My sister and I have now received phone calls saying that we have missed a payment for our loan and that our account has been handed over to the legal department and lawyers will be contacting us. This consultant also says that the forms were not submitted for the payment holiday. The consultant that I arranged the payment holiday with said absolutely nothing about any forms, supporting documents or motivation letters. In such a stressful and scary time, I am very upset and angry that what I thought was a great, helpful service has now turned out into another problem that I have to deal with.