homeloan department HORRIBLE TREATMENT

the homeloan department its NOT responsible with its functions. from the 20th july, i have been emailing standard bank requesting for a payment holiday since i am on UNPAID MATERNITY. On the 4th August i submitted another request each time, their response is wait for 10 days an agent will be in contact. on 14th of august i called in and i was told my application has NOT been processed or activated. The agent advised me that she will log the application on her side and she contacted homeloan to fast track the response. on the 17th i follow up with the bank, once again am told NO APOPLICATON has been processed. its the 21st of august and i need answers. I MADE IT CLEAR THAT, I DO NOT HAVE MONEY TO PAY MY BOND WHILE ON THIS LEAVE