Poor service, zero feedback.

I requested a payment holiday on my home loan in December, I was told the process would take 10 working days. There was no feedback and the bond payment went off in December, I followed up beginning of January and was told my call would be escalated, with feedback within 5 working days. After the 5 days I called for progress and was told there is no feedback, the agent would log an escalation and feedback within 5 working days. I called in today and was told that no feedback has been loaded so they will load another escalation. This is totally unacceptable, it just seems like there’s no one willing to help the customer, we are just being sent from pillar to post. It’s already taken more than 20 working days and 3 escalations to process 1 request that was supposed to take 5 working days. I have been a loyal standard bank customer for ages, never missed a single payment but when I need them to come through for me they are simply not there.