Disappointed Customer of Standard Bank

I am very disappointed at getting feedback from Standard Bank with regards to a payment vacation on my Revolving Credit Account. I tried phoning multiple times to request this, at first I was told they do not think I will be assisted as I am behind on payments, hence the reason for request. Last time I phoned, I got an email for Debt Care Centre to verify application, thereafter I still did not get any feedback and I am still struggling to get hold of someone who will be able to assist. This is very very disappointing.