Unsatisfied and unbelievable that Standard Bank is so untrust worth with their finances

Customer Service from their complains department is ridiculous I have a query with them and received a reply after two months, reply was just a summary of my complaint no resolution cause the agent dealing with my query was apparently on sick leave so a manager was unable to reply to my query I don't know why. I have a fixed term loan with them and I am being charged additional months which I don't understand cause it's FIXED TERM I was on a payment hoilday for two month and now am being penelised for this with an additional six months of installment. How disturbing this is.