Short term application for bond repayments

When someone is facing financial miscomfort they would expect their bank to be there for them effortlessly, I recently app**** for a bond restructuring (short term plan) as I cannot afford to pay due to unforeseen circumstances. The process is very long and inconvenient, one can’t simply call and get the ball rolling, I was told to send an email but the response is taking too long 5-7 day, when they respond you have to respond back on the email which is another 5-7 days before you can get another response, times have changed I would expect my bank to be on par