Payment arrangements

I took an initiative to call ABSA and make payment arrangements for my loan since I'm facing a financial crisis and don't want to default paying the loan. I spoke to Busisiwe at loans restructuring call centre who advised me to send documents which I did. She promised to call me after a week which I accepted but I haven't received any call up until today. I'm in a dilemma now because I don't know if my request was approved or not or if my documents were received. May this be attended