Thank you Standard Bank for your no help!!!!

So before the lock-down period we where advised that one can apply for a 3 month holiday to help with the stresses of the Covid 19. I app**** for this and informed Standard Bank that my fiance wont be getting paid and has not been paid for the last 2 months and that i would only be getting a 70% salary at the end of the month, i also send them these letters and after a week or so i finally received a email and a letter to say that i have been approved for a 3 months payment holiday. I then made arrangements to pay some of my depts and some of my fiance's depts. Then all of a sudden i received an email saying that I'm pre- approved for a payment holiday and that i had to submit certain documents before being approved, not sure how you get approved and then pre approved. Then the debit order also went off and i was told to send a mail to the dept department and the funds will be refunded, i spoke to an endless amount of people and even to my own prestige banker and was promised the moneys would be paid back, i send email after email and even to my prestige banker with no response. Its almost a month later now and all arrangements that was made to pay accounts has gone down the toilet and will most probably leave me and my fiance with a blacklisted name. Thank you Standard Bank i salute you for your help after the 30 years that i have been with you and and if this is how you treat your prestige clients i don't want to know how you treat your normal clients.