HORRIBLE CUSTOMER SEVRVICE!!!

I am struggling to get through to your customer as it keeps on wasting my airtime. I was contacted by the bank that they will not be deducting any money for January as I qualified for a payment break or whatever they call it. They did not deduct any money on January and now I received a statement that I need to pay double for this month. A consultant called me soon after I received a statement and I explained to her what the other consultant said to me. She said she is finding out and will call me back soon but she still has not called back. Please assist before I take this matter further