No clear response

So I've been trying to arrange a 3 month payment break for my vehicle payments as my company is currently on short time. I contacted mfc Nedbank on 15 March 2024 and they asked me to submit a few documents like letter from company 3 months bank statement etc. I have comp**** with everything and am still waiting for feedback I have phoned them on a number of occasions and they keep transfering me to different departments with the same story that they will contact me bla bla and I keep getting emails saying what the previous emails say.... 2 days... 2days it's been 14 days now I'm still waiting so I went to Nedbank galleria for assistance and they said they can't help I must phone the bank. In the mean time they have deducted the money and I have nothing left to buy food or anything. I was offered this payment break in December and January I didn't take it but when I need it now they are giving me the run around.