No Covid-19 relief response after a week of waiting

My wife & I both experienced loss of income as a result of the covid-19 lockdown. We did what was required to us by alerting Standard bank & seeking relief for our home loan repayment, as per government instruction. My wife & I submitted our documents to *** on 16 April. To date, no one from Standard bank have e-mailed or called us with an outcome. This is really disappointing from a bank which proclaim itself to be a champion in assisting clients in this trying financial circumstances.