NO Actual Help Since 24 March. A lot of emails and no actual Call

Since March 24th I have been trying to get answers from Standard Bank About Payment Holidays. I Finally got a reply saying I have been approved and will get a letter in 21 days. It has been almost 28 days and still no letter. I still do not know if it is for my car and my loan or just my car. I need it to be for Car and Loan. Email after Email sent and still no reply. After a number of requests for someone to contact me. I have a tone of emails saying my loan and car are still due and I will be handed over. In times like this, we should not have to worry about being handed over. I have spent over R400 on airtime since 24 March JUST ON STB calls and still, I am no closer to when I started. I am someone who is high risk for COVID 19. I have Cronic asthma and Chest problems and When I went to the bank today in hopes to try to get an answer the line was SO long. There is no way I will put my life or my family's life in danger like that just to try to get answers. Standard Bank I would Like some kind of reply and in the form of a phone call to get this matter sorted once and for all. I do not want emails as They get me nowhere!!!!