No help despite urgent e mails during pandemic

We are old age pensioners desperately trying to sell our house and retire. As we have not been able to sell we are both trying to eke out a small income. First the school holidays interrupted our earning ability and now we have gone straight into the Covid Lockdown. When we realised that we would not have an income we e mailed all involved with our Prestige account to defer our bond payments and seek help. The bottom line is that whilst our e mails have finally been acknowledged the bond has been taken from our account leaving us in a situation where we will probably be unable to sustain ourselves if this lockdown continues. This is a global pandemic and the way the Standard bank has handled this lacks empathy and shows they do not give a jot for their clients. We will slide under unnoticed as money talks and ethics walk!! Mr and Mrs R Legg