BAD AND POOR SERVICE

I requested a payment relief or arrangement from September to January as I'm going on maternity leave. I called in Mid August to make those arrangements prior and was advised to send through documents and I did only to find out I was given the incorrect email address after I have been doing follow ups. Was given the correct email address and forwarded the documents again, did another follow up and only to be told nothing was escalated and nothing shows on the system. How can such a big company be so ***********? I'm now being put in a compromised position next thing you gonna call me for insufficient funds. MFC you need to do better.