I would like to escalate this on why my request was declined without any communication how was I gonna know about that if you failed to send an email

Good day,

I would like to escalate this because I feel I have tried to reach out to you guys to inform you about my unforeseen circumstances. First of all my profile with you guys is good, I initially requested a payment break from you guys prior weeks before the debit date July 2021 and I was advised to please submit the necessary documents supporting the reason why I need a payment break. I did that, a motivational letter, proof from my insurance and 3 months bank statement on the 13th of July 2021. I sent the documents the very same day when you guys sent the email to request the documents and since I have not heard from you. I waited 2 weeks later on the 23rd of July 2021 I called you guys worried asking for a follow up and you told me me nothing was received from your side where's I sent the documents on time and I even cc'd my personal email to the email I sent to *** and ***. Now you guys are telling me my account is in arrears, I called the MFC today 4th August 2021 and the lady said this was declined. I asked her if you guys sent me a communication back via email stating reasons why you declined my request and she said doesn't know. Last time I requested this you guys sent me an SMS about my new installment but this time you failed to communicate and declined my request without any reason. I had an emergency things have really been hard due to covid I thought by e requesting this break in advance I was doing the right thing. I would like to escalate this so we can find a way to resolve this going forward. I have an alternative no on your profile *** incase you can't reach me to ***.

Kind Regards, Ms Gwazela