Standard Bank Home Loan setting up customers for failure

We have had a home loan with standard bank for close to 8 years now and recently things haven't been financially ideal for our family because we have started our own business and haven't been that consistent with our payments, but we try our absolute best. Our account has been in and out from their attorneys and recently we have tried to prevent it from returning to their attorneys by paying on time or when we know that funds might not be available on that day, we try to make a payment arrangement.

Unfortunately, despite our attempts to follow what they advised on their own website by making arrangements in case we default, we battle to reach the delegated person who is supposed to assist us. Two months ago, we battled to make arrangement for a whole week with a some lady from their legal department, we called day in and day out and no one was picking up, we had to call the general helpline, asked for assistance, got redirected to some other gentleman and he said he'll email the lady from legal to contact us and that never happened because the following week we got contacted by the attorneys telling us the usual auction story which meant our account had been returned to them.

This month, we have had a delay in getting our payments from our business so we wanted to alert the bank a day early that we will be late with our payment and if we can reschedule. We called in on Friday, 1st September and we were told that our account is still fine and we still have time, we should call the next day if we don't come up with the money. So we called in again on Saturday around 12, 2 September and we were told that our account has been handed back to legal. To the very same lady who never answers her phone when we call.

I don't know what game Standard Bank is playing with us here but it's not cool and unnecessarily stressful. Despite the financial hardships we are going through, we are trying to be responsible customers but it's like they deliberately want our account to go back to legal and get auctioned off. I'm really really disappointed, they making things difficult for us.