Surprisingly Poor Unprofessional Inconsistent Service

Like many people effected by Covid 19, I have been assisted by STD Bank in terms of financial relief which I most grateful for. I have been banking with STD Bank all my life and currently have a variety of products through the company which I pay for on a monthly basis, products such as short term insurance. I app**** for an extension on my Standard Bank financed Vehicle payment on 31 Dec'20. I received written approval confirmation on 18 & 20 January with terms stipulated thereto. The details thereof stated a payment holiday from 25 Jan - 25 March'21. Although waiting 18- 20 days was finally relieved. On the 25th as I received my salary the debit order ran the veichle payment value off my Standard Bank savings account. I was shocked and in de-stress due to planning according to the agreement confirmed by Standard Bank with me twice:18, 20 Jan'21. I e- mailed to request a debit order reversal, to which I received a reply that the issue would be resolved & 'someone' would contact me. I stated in my mail that this matter was most urgent as I did not have funds in my account to pay rent etc. I contacted the Debt Care Centre on 25th Jan at 10am and spoke to 'Lindiwe'. She then attempted to contact 'Tim' who had mailed me the payment holiday approval and terms thereof on 20Jan'21, however stated he was in a meeting. I was informed that I would receive an informative update re my debit order reversal request. I Received no update. I mailed another request on 25 & 26th Jan, with no reply. I then called the debt care Centre who then stated that the approval had not been executed. I requested feedback once again as a matter of urgency so that I may inform my Landlord when he can expect rental payment. I was then advised that once again this would take a 5 business day turnaround time. Basically I will receive feedback or the debit order reversal on Wed 3 Feb, 2 days after my rent is due. That would make it 33 days after my application and at least 7 phone calls of 10-18 mins per call, approximately 9 E-mails and a constant differing explanation, promise or your request for the payment holiday has not, then has been approved but not executed. This is really stressful and not the kind of service that I am accustomed to from Standard Bank. I do hope the bank rectifiers this by 27Jan so that I may pay my rent as I re**** on the banks approval agreement just like my landlord and others rely on him.