No Service

I have sent 3 e-mails to Standard Bank in an attempt to apply for a premium holiday on my vehicle finance. Due to the lockdown I am unable to work to full capacity and therefore I am not earning a full income. I am a commission only earner as well. I sent an e-mail on 31/03/2020 to *** to which i received a reply on 23/04/2020 informing me that someone will contact me within 12 business day, which never happened. I also sent 2 further e-mails on 01/04/2020 to *** and *** to which i have not received any reply. On the 15/05/2020 at 10:57 and 11:23 I attempted to contact Standard Bank on ***. The first phone call i was placed on hold for 25 minutes and the second phone call the agent said she will phone me back before the end of the day. I am still waiting. Who can one contact to actually receive the service that they promise to their clients?