Standard bank bond payment nightmare

Absolutely terrible service from Standard bank bond repayments. In April during lockdown my husband called Standard bank for a 3 month holiday payment. In August, the 3 months was up and he noticed the bond didn't go off. He called Standard bank and they said it will go off in September 2020. September passed and still no debit order went off. In October he went to the bank and they called the bond department from the branch and he spoke to an agent who informed him at first that they have extended the holiday payment which he did not consent to, nor did they contact him to confirm this. He disputed this with them and then she says the debit orders didn't go through because there was no money in his account and the bond is in arrears, which is a lie because he had the money in his account. The agent told him they will be deducting R13 000 for the bond in December because of the arrears. Our bond payments are only R8300. He told her to check when did the debit order bounce and she cuts the call. The call went to another agent and he had to explain everything again, she then says the repayment amount is R6500 due to the interest rate dropped. In December 2020 they debited his account for R13 000 which is not right because they keep giving wrong information. January 2021 they debited his account for another R13 000. Why must we keep paying so much for the fault of Standard bank's incompetence. This is not right!!! Why should the customer pay when you increased the holiday payment without confirming or getting any consent from the client. You are robbing your clients because of negligence on your side.