Standard Bank are making it impossible to deal with

I'm still waiting for a response from Standard Bank regarding assistance for my home loan for Covid-19. I was assured yesterday my matter had been escalated and I would be contacted. I have heard nothing. I tried to go into the bank today, but Standard Bank have closed their stores in the South Peninsula - Nedbank and FNB are still open. I don't know how a person is meant to do anything here. I have been a loyal customer of Standard Bank for 30 years, and yet I cannot have a simple phone conversation or face to face conversation with anyone! This is impossible. A customer should not have to beg a bank for assistance. This is unacceptable.