Poor service FNB/RMB

I have a Structured Loan for my business with RMB Private Bank. I app**** for the Covid-19 Cashflow Relief which is a 3 month payment holiday on my business loan. This meant that no installments would be due for 3 months. To date the banker is unable to accommodate my request. I have banked with FNB/RMB since 2002. My accounts are in good standing. I am unable to get a confirmation that my 3 month payment holiday on my loan as advertised, has been implemented.