Shockingly bad customer service

During the month of April 2020 and due to the National Lockdown I app**** for and was approved for a 3 month payment holiday on my Standard Bank Home Loan, the 3 months being April, May and June 2020. On the 1st of May, the debit order for my home loan was deducted from my current account. I contacted Standard Bank, and received an e-mail response telling me that my request for a payment holiday had been authorised starting April 2020 - I already knew this!! Because of this, my current account is now overdrawn, I receive daily calls and smses telling me to fix my overdrawn current account. On another occasion, I was told that there was a "glitch" in the system and that the deducted money would be re-deposited into my account in 7 days. More than 7 days have now passed. Today, I phone Standard Bank to find out what exactly is happening. I spent at least 20 minutes getting transferred from one person to another or put on hold and then then cut off. Why is it that no-one can give me an answer? Is Standard Bank offering payment holidays just a smokescreen to make it look like they are assisting their customers? I am very disappointed, disheartened, and getting angrier by the day. I think a customer deserves a straight-forward and honest answer.