Failure to sort out arrears installment on account

I am writing this review to express my level of dissatisfaction I received from wesbank. Wesbank has been contacting me in connection with my account which was in arrears by one installment. Which to my records and knowledge my account was not suppose to be in arrears at all.

On the 15th of april my account was debited as usual for my monthly installment. On the 28th of april i was approved for the 3 month payment relief for covid. My issue comes from where the payment relief suppose to cove me for the months of may june and july and my payments would resume as usual from august. Instead the relief has covered 2 payments for the month of may and 1 payment for the month of june. And never cover any payment for the month of july. Which caused my account to go into arrears by 1 installment.

Ive been trying to resolve this issue with wesbank since august and throughout September. And was getting no response from any of the consultants. I have spoken to about 8 different consultants including 3 team leaders. They all agreed that my account was not suppose in arrears but up to date as the mistake happened from their side. And was told that it will be forwarded to the relevant department and they would contact me back which never happened in the 2 months that ive been calling them.

Finally one of the team leaders got back to me stating that my arrears was caused because of the 2 relief payments allocated in may and suggested i need to still pay in 1 month installments which would be divided in the remaining months of my contract. Which would push up my installment by R1000 extra. Why should i have to pay in extra for a mistake which happened on wesbank side.