DISAPPOINTING SERVICE! Payment Holiday Application

The manner in which my payment holiday application was handled by the your Reps left much to be desired. My emails were never responded to and even after multiple calls asking for feedback, I would not get it. The person who assisted me initially and requested I send through documents(via email) was Lerato Ranthako whom I might add was quite short with me on the phone. Upon responding to her with the documents(which I thought I had attached) there was no acknowledgement of receipt of email nor phone call. As it turns out I had forgottent o attach the documents but was never told. I received an sms some days later stating that my documents were outstanding but it was referring to a payment holiday extention as opposed to a payment holiday application and that it would fall through, should I not send them. I phoned in and spoke to a Vincent Kumalo, who saw on my profile that the documents were outstanding. I then complained to him that I did send the documents and that Lerato was responding to any of my emails. So Vincent said he would escalate the matter. Upon checking on the email to Lerato with the documents I realised they were not attached so i sent an email to Lerato and copied Vincent in, attaching the documents and asking why I was not notified that the documents were not attached and the reason why the sms I received referred to a payment holiday extention, I also advised Vincent not to escalate to admin, expecting that Lerato would respond. I did not get any responses from Lerato. I phoned in yesterday and spoke to Lindiwe whom also couldnt help me much but kept on saying Lerato usually responds to emails when I told her that I have not been getting any replies from her. I asked Lindiwe for particulars of Lerato's superior or manager, she couldnt, I asked her for her manager's particulars, she asked why I would need those and was hesitant to give them to me, I asked for any manager's particulars from any department, she continued to question me. In the end she eventually gave me her manager's contact details (Dineo Kwele) whom I have not had the chance to send an email to as yet. I initially app**** early to mid November 2020 and cannot believe I am struggling to get responses. THIS IS SO DISAPPOINTING. As a long time customer I feel like the Standard has let me down when I needed it the most. The service was terrible. I still have not gotten feedback for my application(any feedback). I AM VERY DISAPPOINTED BY THE SERVICE OR RATHER LACK THEREOF FROM PARTICULARLY LERATO RANTHAKO AND LINDIWE(do not have her surname but her manager is Dineo Kwele)