Very poor service from Capitec

I have been trying for sometime now to get hold of an agent with regards to my personal loan. Due to the COVID 19 lockdown, and a lack of funds I want to apply for a payment break. However, the agents give out false information such as being able to apply for this payment break via the banking app and that the option would be available during the course of the day. I checked several times yesterday and today and the option is not there. Today when I called in, I find that the agents are very unfriendly and not at all sympathetic to what is a nation-wide problem. I was transferred from one agent to another and eventually I hung up. My air time was depleted due to the long phone call but the agents could not be bothered. I am extremely disappointed as I have always been a fan of Capitec Bank. When I contacted MFC for a payment break on my car finance, the agents were extremely helpful and the process was so simple. It would be great if Capitec actually cared for their customers.