Worst costumer service

I have been trying to apply for a payment holiday in my home loan since the 19 April -I have still no heard anything and every time I spend 1hour on the phone to customer service waiting to speak to somebody -I get told that I have to fill in more forms and send it to a different email adress

Then today when I tried to stop my Direct Debits as they are all going to bounce due to no salary because of Covid O get told nobody at the branch can help me and on top of all of that for every debit order that bounced I get charged