Standard Bank fails to assist

With the Covid 19 outbreak and urgency for customers to seek financial relief and in this time of social distancing I find it disheartening that a company like Standard Bank is not able to assist. I called through to debt relief over a week ago and was told someone would call me back. I recently sent an email and still no response. I'm nervous to go into the bank and now fear I may have to as the bank is not able to assist (this after promising on various platforms that they can). Can anyone advise what I can do to get some help?