Standard Banks Negative Service

I have been retrenched in June and immediately called Standard Bank for a payment freeze on my account. At this point I was not aware of a retrenchment cover on my account for my homeloan and just wanted to sort out the payment freeze ASAP. Standard bank granted me a three month freeze. During the last month I emailed Standard bank to let them know I am still unemployed and I have not gotten my UIF yet due to the backlog they facing. They kept calling me and I kept letting them know. Eventually a guy from Standard bank called me to let me know that I have retrenchment cover and he gave me the details of the credit life department. I called the credit life department and they requested that I send all my documents to ***, which I did on the 13th October 2020. Since the 13th October I have emailed and tried calling this department for feedback and I can't get through and no response. Yesterday I called Standard bank to let them know and find out how I can escalate this as I am not getting any feedback at all. Standard then let me know that my account was handed over . I am still trying to get through to the credit life department for assistance to get my account up to date and Standard bank cannot assist me to get through to one of their departments.