Standard Bank ignores payment holiday applications twice

I app**** for a payment holiday on my home loan on 4 May via e-mail and followed this up with a telephonic application a few days later. I was told 7 to 10 work days until I receive and answer but got nothing. I then phoned again on 3 June to find out nothing has happened. Ernest helped me to apply again and said that I will be notified per e-mail within 7 - 10 days - but again, it has been more than 10 days with absolutely no feedback. I don't know what to do anymore but I feel like going to a branch and throwing a big tantrum, I am desperate and the next debit order might just bounce. I have been a very loyal Standard Bank client for a long time but this makes me feel like an unappreciated client.