Debt care No care

I have been trying since the beginning of June 2020 to get a further 3 month holiday extension on the repayments of my vehicle I use for business. It is now August. I have made countless phone calls with the reference numbers and sent emails and last week even received an email to say I had finally been approved for the extension. They still took off the payment. So once again I phone just to be told again that still nothing had been processed on my account after 2 months. So what exactly is a person supposed to do to get assistance from this bank???? I get told to keep phoning which I do and that going into the branch won't make a difference. What more must I do to get help??? I am a sole provider in the weddings and events industry so haven't had an income since March thanks to lockdown and at No stage are we allowed to work and how am I supposed to survive if I can't even get assistance with this much less trying to apply for a loan to put food on my table?