Very disappointed

My house burnt out on the on the 2nd of October . I am yet to get any response or feedback from anyone at Standard bank. I am currently homeless and have yet to speak to human instead of automated emails or been kept on holdbforbhours on the customer care number as the rules have changed and i cannot physically speak to a consultant inside the bank . I have no home . I dont know where I will be sleeping next . What has this country come to help me please or does my situation not matter