Poor Service

I have a Standardbank account and Homeloan with them. My homeloan was approved for a payment holiday for January 2024 but when I deposited money into my account to pay for my mom's Frail Care Facility, Standardbank debited the homeloan from my account. Now they dont want to refund me because the account has a negative balance and I have no money to pay for the Frail care. My mom will be homeless as I am late in payment. Standardbank please sort out this mess its been a week since I requested a refund on my account No communication between departments, Why????