Standardbank home loans not very accomodating

I have app**** for a further extention on my homeloan in March 2021. They never responded and almost 3 months later I was called and a lady whose particulars i do have made an excuse that they are only responding now and for me to resend my application to her which I did. I have had absolutly no feedback from the bank in fact i ermailed back to her to request the outcome. Today a firm of attorneys in pretoria phoned me as i was handed over for being in arrears of R30k plus. I am sure a call from the bank or a letter of demand or email to me could have been send to me. The bank did not follow correct protocall in our current dire position and I find that very disturbing.