Standard Bank disappointing Debt care centre communication

I am truly lost for words, after I expressed my disappointment in Standard Bank ignoring their customers, I received a call from a very pleasant Lady Eli Tsholo who confirmed that my query has been resolved and that I will receive a 3 months payment holiday on my revolving credit account. 9 days later I received an email from Maria Nxumalo requesting information as per the below

Name and Surname: MO Hitmann ID number/Account number: ***/ *** What does the customer require assistance with? [What assistance is needed?] Why does the customer require the assistance? [Why is the assistance needed?] It is clear that I am running in circles or Standard Bank are deliberately just making customers endure more stress than we already have during the Covid-19 lock down. Receiving emails from Standard Bank informing me how valued I am as a Prestige account client is sadly over rated as I am clearly not valued during the Covid-19 pandemic.