Financial Relief

I have been trying to apply for Financial Relief for my home loan account for more than 4 weeks now, and still haven't received any feedback from standard bank. If there was a 0 rating I would rate them 0. I called standard bank call center twice and they make me hold for more than 15min before they answer your calI. I then told them my problem and was told to send an email to debtcarecentre,. I send an email on the 21 April and they only responded on 30 of April saying that I didn't provide them with sufficient information(which I did ). I was told to go on their website and complete" contact me form", then they will come back to me. I then went on their website on the same day that I received an email which was 30 April , my wife also completed the same form on the 1st of May till today they haven't come back to us. It is sad we have to experience bad service in this bad time.