Extremely poor service

I am extremely disappointed with the terrible service i received from Absa, as we are all aware this Carona has affected us all in some way or the other. on the 03/04/2020 i reached out to Absa regarding a payment holiday IRO my car Insurance. For a week i heard nothing, i called Absa and got hold of a call centre agent and explained the holday payment she also explained that this wont affect my credit history, she informed me that it will be loaded. I left it expecting Absa to do what is expected. So on the 25/04/2020 Absa debited me, i called them and for about two hours i was sent from one department to the other, besides call being dropped a few times. I eventually spoke to a gentleman names :Banele:, he said that unfortunately Absa cant doe anything from their end. i told him to get someone to call me urgently with regards to the poor service received. I received. i evertually received a confirmation email on the 23/04/2020 on a query i sent 03/04/2020. Till date i have not had any calls back from Absa. I need this to be resolved.