Poor service

Good day,

To whom it may concern,

I recently requested a second assistance payment holiday on my VAF account at Standard bank, I already sent my request in before my current payment holiday has expired (that was early in June) and was told that they will be able to consider the second assistance after the 1st of July 2020, the consultant advised me via email he will contact me for motivation, I have not received a phone call, I have sent emails to him to confirm what is happening with my request, whenever I try to contact the number he provided me with it only rings without answer.

I feel that the communication is very bad. I am a client that is seeking help from my bank to assist me when I am struggling and going through financial stress. I need clarity on what is going on and why my emails are not being answered, and whenever I try to call the phone only rings without any answer?

I asked many time through email if I should call or send a request in again and was told they will contact me. I am really not satisfied with the help and service I am getting.

I hope someone can urgently assist me. I can understand that you are busy with many other clients, but I feel that you can just respond to a email or phone call.

Hope to hear from you soon

Regards