Repayment Holiday empty promise

I feel like this bank was just buying face when they offered a payment holiday. Yes for some people this became true but not for me, as my account is still being debited despite my application for the repayment holiday, which I was told I had a pre-approval. I am currently unemployed and app**** for this payment holiday for my personal loan with the bank in March. I was told I was pre-approved as I qualified for the holiday offer. When I asked regarding confirmation, I was told that they were overwhelmed with applications and thus running behind on sending out confirmation emails. However, I never received any communication confirming the reviewed payment plan thereafter. End of April the debit order went through. I called their Debt department on the 4th of May to query. I was told it shouldn't have been,the debit order would be reversed, but nothing happened. I called again on 27/05 to clarify and make sure that this time around there won't be any debit regarding my loan. I was assured that it won't happen. However, on 29/05, the debit order went through again. On 01/06, I called the bank again to query and once again I was told it shouldn't have went through, it should be reversed. This time around I was told to call general banking direct to speed up the refund process, which I did. The person who was helping me in general banking indicated not having an instruction from the debt department about my payment holiday. I was told to hold the line while she checked with them. I did explain to her that I did not have much airtime so the call may cut anytime, I asked if she could call me back if that happens. She responded saying that, she can't call back, I must hold the line, she'll try and be quick. Indeed, I held the line until 30 minutes later when my airtime ran out and she hadn't returned to me. Nobody has ever bothered to call me back or even reversed the 2 debit orders. I am still waiting for the refund to help me while I financially figure myself out. To think I have been with this bank for over 20 years but still get to be treated like this. I am very disappointed both by the bank's treatment towards me (not even bothering with follow up calls to make sure that my issue was sorted out) as well as their empty promise of helping to ease my financial burden during this difficult time. I can't wait to find a job so I can finish repaying my loan and close off all the accounts I have with them.