Poor customer service

I have had several calls with STandard bank call agents since Covid. I app**** for a Covid relief todate i have not received any feedbank. There is complete lack of empathy on the call centre consultants. There is no help instead consultants provide you with other numbers to call. Where is customer centricity? Most customers dont have airtime to be kept on hold for forever. I was advised the call centre cannot call back customers. I was even advised i should visit the branch! I wait to be contacted!