Absa bond restructuring

I have received an SMS from ABSA middle July regarding payment holiday coming to an end for our home loan, I have followed the prompts according to the SMS. I made a follow up call, I was told that we have two options for restructuring and need to send a motivational letter explaining my situation as I work in the travel industry and was advised that we have to wait 14 - 21 working days. 21 working days was on 18 Aug 2020, no response from ABSA after a follow up call 30 July 2020, we were told to wait the allotted period by the consultant, and the consultant could not assist in any way. My husband received an SMS from ABSA on the night of 21 working days to restructure the payment holiday again - SMS advised that a consultant will phone within 3 working days (surprise, No response YET AGAIN) . I also received another SMS on Friday 21 Aug 2020, followed the prompts, no follow up from ABSA, YET AGAIN. On Sunday 24 Aug 2020 I have received an email from ABSA advising that they cannot offer a payment holiday but they can offer two options for payment. YET AGAIN, ABSA delaying the process, we have emailed the requested motivational letter. I honestly do not understand how ABSA can take more than 21 working days to email such a ******* response. Please explain how life long clients (before the merger of the 4 banks to form ABSA) be treated so poorly? How can we prosper and have Africanacity with such POOR, UNPROFESSIONAL service delivery from one of the leading banks in South Africa? I request a supervisor/manager to contact me or my husband and NOT a consultant.