No callback when promised

Since they start of the COVID-19 lockdown I have been contacting discovery regarding a payment holiday. I contacted them every week where for the first month I was told management is still deciding how to handle the matter (what is fair). About two months ago I got contacted by Discovery Bank asking for documentation. Everything was emailed through but nothing came of it. I started calling them again on a weekly basis to what I got told every time "there's a backlog" or "someone will call you today, latest tomorrow". Well this has happened many times and I sick and tired off not hearing anything from them. But I think if they want there money I will get a call quite quick.