Poor feedback and dishonesty

On 08 September 2020, we received an SMS informing us that our Homeloan payment Holiday has been extended by a further 3 months. However, to our surprise, at the end of last month, the debit orders started going off. We enquired on 26 October 2020 and our query was escalated and got informed that we will have a response within 5 working days. On 31 October 2020, we got a call from Ridwan Mustabe asking for the sms snippets and were emailed to him within few minutes and confirmed the receipt thereof.

Since that day we haven't received any feedback from Standard Bank. We made follow up's with Ridwan through numerous calls and emails and no feedback have been received as yet. The Call center agents gives us a round around and we've been told that we need to apply. Why should we apply when standard bank in their own accord gave an extension. We are appreciative for the assistance during COVID, however, this inconveniences us and needs to be rectified

May we be given feedback and be assisted accordingly