Loan extension - Worst service ever

I app**** for a loan extension on the 29nth of September. I only got one call on the 7th to say I’ll get a call on the 9nth. Till this day I’m still waiting. I called the call center twice and they keep saying my mater has been escalated but still nothing. I’m in jeopardy of not being able to pay my bills because of this. The call center staff is also so rude you can tell they look down on you just because you asked for a loan term extension. Worst service ever!