Lack of communication even after escalations very disappointing

I requested a 3-month moratorium on my home loan on 19 November 2025. I am fully up to date with my payments, and my intention is not to default but to make temporary arrangements until my finances stabilize. After Nedbank asked for a signed letter, I submitted it immediately. Since then, there has been no communication from their side. My case is handled by Nthabiseng Ntise, and despite calling twice to escalate the matter, I have received no feedback. The December payment run is approaching, and my original request was to have the arrangement in place starting November, which did not happen. This lack of response is extremely disappointing and creates unnecessary stress for customers who are proactively trying to manage their obligations. I urge Nedbank Home Loans to take my request seriously and provide timely communication.