Payment Holiday

I don't like complaining about Standard Bank, although this is a complaint I'm still rating my bank 5 stars because this is the only way to get a speedy response. I've been a loyal customer and I am very grateful for all the financial assistance I have received from Standard Bank, but this year has been the most challenging year for me in terms of Finances, it's been a rough year for many of us. My household has recently suffered a loss of income due to one of the members of our household's salary being reduced as the company he works for has reduced their hours and is currently retrenching staff and the burden has now been put on my shoulder to pay the bond and see to the household Essentials. I requested a payment holiday on my advance account on the 16th of November and to date, no one has responded. Please please please can someone assist me with regards to this matter, I really need these funds to be reversed or else I'm not going to be able to pay any of my accounts this. I would really appreciate it if Standard Bank would assist for the last time. I'm very sure my finances will go back to normal by Jan,