RCS do not assist during COVID-19

I have been trying to call through to RCS for weeks, I either get cut off or no one answers the phone, I then emailed and received a generic response, "We acknowledge receipt of your claim form and supporting documents which will now be processed. Unfortunately there will be a delay due to high volumes experienced, however we will provide you with feedback as soon as we can" I have have tried to follow up as it has been a further week that has gone by. I have been a client of RCS for years and have never defaulted in a payment, I would have thought that RCS would have considered me a valuable client, now that I have requested for a 3 month payment holiday on my personal loan due to the COVID-19 lock down I am simply being ignored or no longer considered a valuable client. Very Disappointing.