COVID19 Payment holiday

I am one of the unfortunate ones who have been negatively affected financially by the COVID19 Pandemic, I sent a three months payment holiday on my vehicle finance account to *** on 18/04/2020 and I have not recieved any feedback since then. when I called on 06/05/2020 to follow up the consultant made it clear that she had no idea what i was talking about. I am really appalled by the level of service I have recived from standard bank, to think that at some stage I was considering moving my banking to Standard bank. All I am asking for is to know if they will be able to assist me as their client or not, surely this shouldnt take a month it's a matter of Yes or No, Approved or Declined.