*********** home loan department, moratorium department failed a loyal customer

I have an home loan with nedbank currently on maternity leave. Working in private sector, receiving only 1/3 of my salary. I app**** for a Grace period that allows me to pay 25 or 50 percent of my home loan while on maternity leave. I app**** November 2024 and still waiting for an answer on my application. When I contact the home loan department no one has an answer for me, regarding my application for Grace period. I foned them in December to request the status of my application but the agent I spoke to just said the moratorium department is closed for the holidays, you can imagine my stress levels a new mother trusting nedbank. January I contacted them again now I need to apply again for the grace period my maternity leave is almost over. I am very disappointed in the service I received. The incompentency of the home loan department is shocking I have spoken to so many agent but no one has an answer for me. I am seriously considering switching my home loan to another bank. Very very bad service