Poor service

End of April 2020 I requested a payment holiday on my accounts. No one from SB returned my calls or responded to my emails . Did not receive any correspondance in 3 months after it was requested my last phone call in June I phoned again and they told me there's a back log. I then told them to cancel payment holiday request as I still managed to pay my debt with SB. When I did a credit report it show tha the payment holiday was granted and it affected my score this after I told them to cancel it as I did not receive back on it being granted.

How will this be resolved as my credit score is now affected after as per my knowledge it was not granted?