PAYMENT RELIEF

I am deeply disappointed in my bank that I've been using for years, I've contacted them for a payment relief as I am facing some financial challenges due to medical expenses. I was told that the turn around time is 7 working days I followed up Monday and i was told about 5 working days for the escalation I have no idea why it's taking this long. I have products with capitec bank and they managed to help me within a day I thought everything was going to be sorted before my paydate but no I was left stranded this month because they debited as I was under the impression that my on the 25th it was the 7th day...