Why should I get a bad credit score because my bank cant be bothered to do as they promise

I work in the hospitality industry and have not been able to return to work since the beginning of lockdown. I app**** for a three-month payment holiday with Standard Bank for my car finance. I received an email to say that the request had been approved and that I would receive the agreement terms and conditions within 21 working days – This email was received on the 12 May – I have still not received these agreement terms and conditions. I had the debit order go off my account in April and May, regardless of this “approved” payment holiday. I have called in telephonically at least 8 times to find out what is happening and each time I get told “the matter will get escalated” – how long does it take Standard Bank to be bothered to actually get back to their customers or care to resolve issues? I have sent numerous emails asking and pleading that someone please assist me – with absolutely no reply at all. I then received a sms to notify me that my debit order will be going off on the 1st July 2020 – Essentially meaning that I have only had a one-month payment holiday. I called in again and was told that I better make provisions to have enough money to not let this debit order bounce, it I want to keep my good credit record. I don’t know where to turn anymore – And no one at Standard Bank can tell me when I will get a refund for the two months that I payed in full over my so called “3 month payment holiday”