Lack of customer service

I contacted OMFS at the end of October requesting to decrease my loan amount installment from December to February as I will be starting a new job in January with a very big drop in salary. I was contacted by Asheekah Taliep requesting my latest three months bank statements. This was sent directly to her on the 1 November 2019 and to date I have heard nothing. A follow up email was sent and still no reply. I find it shocking that it's been about 3 weeks with no feedback from her or from OMFS. I hope this will urgently get addressed and that I will receive feedback and not have to wait another 3 weeks. I am extremely annoyed at your lack of customer service. I do not want a call from your social media department telling me that they have referred this case to the relevant department or that it is under investigation. I want this resolved by a senior manager ASAP.