Shocking Service - does Secured Restructurings Department even exist?

Absa Vehicle Finance - I app**** for the initial Covid payment relief which was honoured as advertised however after 3 months I needed to apply for an extension which has been a complete nightmare as no one comes back to you.

I called to arrange the extensions on my payment relief as my industry is only operational again in Level 1. I was advised to send an email to *** with my request, a copy of my car insurance, ID as well as a letter from my employer re: short time and reduced pay. This email was sent on 08 July 2020 - to date I have received no response other than the automated reply stating that they will come back to me in 14 working days....

I have called the call center on numerous occasions whereby I just get told that they cannot assist me as it must be dealt with by Secured Restructurings and they cannot transfer me. I eventually got through to an Ambrose who said he would escalate my matter to his manager, Eva Masemola (he could also not transfer me however provided me with her number - *** in order to follow, although he assured me she would get back to me that same day - that did not happen). For days I tried calling Eva with no answer and no feedback - eventually I got hold of her and she asked me to send her my email to *** so she could escalate with the manager at Secured Resutrcturings - I did this on 30 July and asked her telephonically as well as on the email to at least acknowledge receipt of my mail so I know I am getting somewhere however to date no acknowledgement received and no response from Secured Restructurings who I have also tried calling on ***/2-9 but just get answering machines(?!).

In the interim I have received Absa's generic sms's asking if you still need payment relief - I have responded opting for option 4 which should be in place for 3 months yet after 1 month of going into this option I received the standard generic sms again so again i opted for option 4 yet I have no idea what is now in place and what my next installment would be (even this simple question of what the next installment will be, the call center cannot answer). The issue here is that I am asking for my account to be dealt with on an individual basis due to my ongoing financial circumstances as a result of the effect of Covid on my industry which is inbound leisure tourism thus only operational once our borders are opened up for international travel, most likely 2021 some time.

I am honestly at a loss as to how to proceed from here.....