Really Disappointed with Standard Bank

Jesus Christ can someone please help me or get back to me, without an automated response and being sent from department to department. i have a personal loan and i need to have my monthly installment reduced as i am experiencing serious financial constraints since the first lock down, i am not asking for a payment holiday and i am not trying to hide from making payments. i have been trying for 2 months to get help and it feels like pulling out teeth trying to get help in the branch, call centers and online. Please Please can someone help me to get this done, i don't have money to buy my family food and i am trying to do things the right way here. i am trying to pay my debt and not hide or stop paying completely. is this what i have to experience for trying to do thins the correct way?