poor service from Standard Bank Debt Centre

On 19 March I app**** to Standard Bank Debt Centre for assistance with debt restructuring. The rationale for the application was the effect of the pandemic's lockdowns and changed financial position. The application was sent directly to Debt Centre having been advised by them to direct the completed form along with supporting documents. To date I have not received any reply or feedback. Out of frustration I involved my personal banker. She indicated that she would send through a reminder. That was before the Easter break. I am really under financial strain and need the restructuring. On 26 March I sent through a direct email to Debt Centre asking for a feedback. This email was not responded. My problem is that there is no communication or feedback from Standard Bank Debt Centre.