Payment Holiday Request still not resolved

I sent an email on the 14th of July to Capitec, to request a Payment Holiday on my loan. Reason for this (as i explained to both the guy in the call centre as well as the lady who eventually responded on the 19th) was because our business was giving everyone a pay cut of 20%.

After being told that my loan is not yet old enough for me to qualify, i was asked to send proof (payslip etc) in order for this matter to be escalated.

I did not have a pay slip as this (July) would have been the first of three months where i would be paying 20% less. In effect, I sent a letter (which was sent to me from management) explaining the reason behind the pay-cut as proof.

That letter was sent directly (on the 21st of July) to the person who responded to my request. Today, 9 business days later I still have not received any feedback.

I have friends who bank at different banks and all of them were helped within a matter of hours. So my question is this. After being with Capitec for a very long period now, is the salary I get paid really that small for you to not see me as an important enough client?

I am unhappy and I am at the point now where I am going to close my account with Capitec. I will move my business to banks who care about clients, no matter the amount of zero's that gets deposited into my bank account. I WILL advise my new bank to BLOCK the deductions from Capitec of my repayment until I am financially able to start repaying again. If this means interest then so be it, I would have paid interest on a payment holiday regardless.