I want urgent answers - Standard bank

I have app**** for a payment holiday due to the covid pandemic as we are out on no work no pay , I have sent numerous emails in the middle of the month stating that standard bank should handle this matter as urgent as I will not be able to pay this account the end of the month , after so many emails I finally received an email stating that the restructuring process is finalized , that was a week before the end of the month but now the debit order just went through and I stated so many times and humbly asked for quick service as I am out on no work no pay and trying to get through to someone to assist in this matter is mind blowing , I have been banking with them for years and both my vehicles is up to date with them . this is really pathetic service and will not leave the matter here as they are taking my food money now and apparently this was sorted out a week ago already . I want urgent answers . Gerrie