Terrible service, unhappy customer and no assistance from Standard Bank Debt Care and Home Loans Department

I have been struggling for a while to get some feedback on my bond relief which was approved on 29 April 2020 confirmed by email I received and then I received another confirmation of approval email on 14 May 2020. When I called the home loans call centre three weeks ago (ref ***) to confirm when my payment holiday expires or when I should start paying my bond… to my surprise there was no payment holiday activated on my account and my account is now 3 months in arrears???? I couldn’t believe it because I was under the impression that it was approved since receiving both these emails. I then called the home loans contact centre and they directed my call to a consultant in the debt care contact centre to which he had escalated the matter. However, the escalation stated I have to call the home loans department for more clarity. I then called the home loans department and to my surprise no luck again. They in turn advised me to call the debt care contact centre on ***, which I have but still no luck and they escalated the matter once again and advised me to call them back within 21 working days. This is unacceptable firstly, because you wait for more than 45 minutes to speak to a consultant, secondly nobody who I speak to solves the problem and thirdly anyone you email doesn’t even respond to your mail??? You get a reply email stating they will contact you within 3-5 working days but it’s been 3-5 weeks already. This kind of service is truly pathetic as Standard Bank is giving me the run around and not solving my problem. I have sent emails and made numerous calls but nothing gets done. I cannot deal anymore, I am extremely frustrated and due to this incompetence, my credit score has been deeply affected for the first time ever. As a standard bank client for more than 8 years I am truly disgusted at the service I am receiving and I am being pushed around from pillar to post. I have not skipped payments once and now because of this my account is in arrears. Please can some call me and solve my problem…