Disappointed and frustrated at Standard bank.

It hurts me to publish this but I think ppl should be made aware of my experience.Like millions of South Africans the company in worked for closed during the lockdown and my salary was negatively impacted.My employer provided us with a letter of leniency to send out to whomever monies were owed asking for grace whilst our salaries were reduced.A number of debits bounced whilst i was trying to get a payment holiday them reduced until things started to stabilise. The unpaid debits lead to penalties being charged against my account.i felt that my bank should be a little more understanding, in respect of these penalties, of the plight of a majority of its clients who struggle to get by on a normal salary before the impact of covid 19. I emailed customer services and received a response to send a copy of the letter from my employer which I promptly provided.The customer consultant I initially spoke to told me there is nothing the bank can do to help and it was my responsibility to ensure I liaise with my debtors to stop debits going out that wasn't provided for..this seemed fair even though I felt it was a hopeless exercise to have even tried to ask for any grace. I was liasing with the same agent since May when this all started. I was blown away when she emailed me that the bank agreed,as a gesture of goodwill,will refund me 50% of the amount I paid in penalties.I was very happy with this and agreed without question...I expected nothing to be honest. Straight to the point...its been 3 months since I agreed to the amount offered and despite numerous attempts to extract a response from the same agent I seldom get a response...hence me using this platform.i was sent the odd email,I must admit,saying i will receive the funds in 48 hours to its being processed and awaiting approval.... All I know is customer service is seriously lacking.My question is why put an amount out there and completely ignore my emails for weeks.It forced me to send not so nice emails to this lady.That leaves a bitter taste for me and maybe I'm being ungrateful I really dont know for sure.im just confused with Standard bank and I need some clarity on this matter.

Regards. Mr.K.Naidoo