Payment holiday (covid) agreed but bank have sent missed payments letter

usethef0rce

So I applied online for a 3 month payment holiday (barclays) which was agreed (they took longer than the timeframe that they said it would take), it was also applied for way before 9 working days that months payment was due  but it wasn't until the next month that they confirmed it, so it was about 8 weeks or so later when I started getting texts from the bank and then a letter saying about a missed payment (this was mid june and was for the previous month).
I grabbed the phone to call the number given which after 4 minutes just kept cutting me off, after trying multiple times and then various other numbers I got through to someone working from home.
I Explained about the texts and letter saying there is arrears and a missed payment but that a 3 month payment holiday was agreed and i had confirmation and yet they are clearly not acting like it, after a while on hold and discussion of the account (which has never been in arrears in over 20yrs) she came back and confirmed the 3 month holiday and said I shouldn't have received any letters etc..
So I thought that was that and then this week I have now received another letter saying 3 payments have been missed and the arrears are xxxxx amount, no mention of a payment holiday at all.
I actually need to take another one but clearly with them now putting me into arrears due to them for whatever reason not applying the payment holiday its showing me in arrears etc..
I have paid this month's mortgage payment (not that I could afford to but simply as the holiday period ran out so this months was due).
I am going to call them in the morning (if I get through), but why would they say "yep I can see your holiday was accepted and pretty much to ignore any letters etc.." and then low and behold i now have 3 months arrears due to the bank clearly not activating the holiday  period which I would imagine will now affect me asking for another 3 months as they should be offering.
I'm confused and worried to be honest how this could happen and how it will affect my house / credit etc..
How many other people have had a bank that says and confirms a holiday period and then doesn't actually do it.
I had the confirmation texts and would assume the call i made back in june was recorded in which she confirms the payment holiday was in place.

Regards 

Thrugelmir

The holiday amounts to authorised arrears. Once payments recommence your monthly payment will be revised accordingly. As the increased debt will still be repayable over the original term.

Communications will have been generated automatically. Little point in getting up tight over them. Could be a number of reasons behind them.

Pay the mortgage ahead of any unsecured debts. Lenders will be checking to see if individuals are taking the opportunity to repay more expensive debt at the expense of the mortgage. 

usethef0rce

Yeah, I get that but there is no PI code which is needed to apply for another extension I need apparently,  I have not received any letter regarding end of holiday period and what to do next and including the PI code / ref.
And as mentioned the letter simply states missed payments and arrears  with no mention of a holiday period which the bank(s) are not supposed to be marking payment holiday payments as such according to their own website about payment holidays.
I've checked and from what I can see they are on my credit file aswell which again should not happen with them being in a holiday period.
I'll see what they say and hope they put my mind at rest and start another payment holiday (or whatever they suggest) but looking at the letter(s) its as if they think I have just not paid them for 3 months.

Regards

usethef0rce

For instance when I called them in june when they were texting me about missed payment and then ultimately sent a letter, she confirmed there was a payment holiday but said I should not have been receiving texts and the letter and transferred me to the arrears department to sort it out.
Now I have had one stating all 3 have been missed and arrears therefore owing and should be paid ASAP.

usethef0rce

This should be one post but not sure whats happened..
It says on the website that near the end of the payment holiday I should be sent a letter explaining what to do next and new monthly payment amounts or whatever has been chosen and of course nothing has been setup as I've not had that letter, just the one about arrears.