RCS still awaiting response for weeks

So after my first complaint I received a call on 15th of April and explained my circumstances I've had a loss of income due to the virus as I'm self employed and was advised I'd receive another call to restructure my account to lower the debit amount to help. 3 weeks later I am still awaiting this call. 2 weeks ago I also app**** for loss of income and submitted all documentation and I now wait for something. Already cost me 100 rand in a returned debit order as no one has contacted me to assist. Got a call today from an agent who was just calling to tell me ways I can pay which is of no use to me and think that rcs is wasting resources on stuff like this instead of using those resources to get back to its clients.