Extension payment holiday problems

Good day, After getting numerous sms'e and emails to finalize my extension on payment holiday, the number you provided to is not getting answered. On Friday I spend 84 minutes holding to speak to someone that can actually help me. I was advised that an agent will phone me back, I am still awaiting this call. I need clarity on the debit order and the extension of August. This is the worst service ever. No one phones back or answers an phone the first time you call. Or even worse, you get put on hold. Please give numbers that will actually be answered.