Debtcare Centre bad service

Having been advised that the whole country will be going on a lockdown as from the 26th of May, my wife went to Standard bank South gate branch to make a special request for a payment holiday as we were going to be on a lockdown, she was told to call the debt care Centre and she was on the line for more than an hour, there was no no answer on the debt care line. She was then advised to send an email. We sent one on the 28th as advised, and another one and yet another one but there was no reply. We have to this day called the debt care Centre for more that 3 occasions but to no avail. One of the employees from South Gate tried to assist and we were told they will call us and still nothing. Our biggest frustration is that every month, the bank debits us with the car installment whilst there is no money in the account which I debts us more with the bank charges or unpaid item charges. So far there has been no help for us. We acknowledge that they are overwhelmed with such requests but why are they not making efforts of issuing a payment holiday, till they have contacted the person. This is unacceptable service to be honest and frankly speaking, where do they expect our account to have money when the whole country is on a lock down?! We are so unhappy with this service!!!