Standbank False Promises

I have app**** for Covid 3 months relief with standard bank in May 2020. I subsequently got approval and confirmation via email from them to that effect on the 21st of May 2020 that payments for the next 3 months will be on hold and i will not go into arrears. Fast forward to this month now i am getting email of arrears of two months, i have rep**** and tried to get clarity from them as this payments are on hold for the next 3 months. Standard bank does not care what so ever to respond to me. I am very disappointed and i am wonder if Standard bank does this deliberately to its customers or is the do to specific customers? Will someone from Standard bank please sort this out as i am not getting any replies to my queries.