Delayed Assistance and Poor Feedback on Credit Card Restructuring Request

I am extremely disappointed with the delayed assistance and poor turnaround time from African Bank regarding a simple account restructuring request.I requested assistance to convert my credit card facility into a structured personal loan arrangement and also advised the bank that I am willing to make a lump sum payment of R20,000 towards the account to improve affordability and responsible repayment.However for over 2 weeks now I keep receiving the same response that the matter is being “escalated,” with no proper feedback, resolution or timeline provided. This delay is frustrating because my intention is to responsibly manage and reduce my debt exposure, yet the process is taking unnecessarily long despite repeated follow-ups.I expected better customer service, communication and urgency from African Bank regarding a financial assistance request of this nature.I kindly request urgent intervention and feedback from the relevant department to resolve this matter as soon as possible.