Ford Credit - NO service, NO feedback

I would give zero stars if I could. I put in an application for a payment holiday on my car on 18 May 2020. Ford Credit said that the process takes 5 to 7 working days. It has now been 20 working days since my application was submitted. I have heard nothing back. I have phoned numerous times and I have gotten nowhere. Every time I phone, the person tells me that they will escalate the application, but nothing comes from it and no one can tell me why the application has not been processed yet. Very unprofessional and unacceptable