payment relief for my loan

i have app**** for the payment relief for my loan with standard bank on the 24th or April 2020. I have been waiting for a response to the email I sent As I haven’t got any feedback yet, and its been over a month now, I have tried to call in and spoke to several consultants however non of them were able to assist me. all they could do was advise me to resend the email and re apply which I have done twice again. I am a commission earner and it has been very difficult over these last few months which is why I am trying to make alternative arrangements with my loan which I have app**** for and still gotten no response.. I have been trying to call in to find out if there is any feedback unfortunately non of the consultants were able to assist, they just advised to resend a email, like I mentioned before, and again got the response where they advise someone will be in contact within 7 to 10 working days its extremely frustrating waiting and not getting any feedback and again calling in and still not getting any help for any of the consultants