Standard bank does not care

I am very dissapointed with standard bank. On the 9th of April I sent an email requesting assistance regarding my vehicle as I was uncertain about my finances since I am unable to work since the lockdown.I was then promised a letter of some sort of arrangement as my request was approved. Next thing a debit order goes off without any communication.I have since realised that talking to your bank does not make a difference as they really do not care about you as a customer.