Standard bank kick you while you are down

Received the worst service from Standard bank, i lost my job during covid, i made a arrangement with Standard bank for a reduced premium which i am paying since April 2021. I have an opportunity to get a job but because i am on ITC i need to prove that i have an arrangement with Standard bank, Standard bank refuses ti provide me with the letter because I am paying below the minimum criteria. This means i cant get employed and will not be able to make future payments. What is wrong with this bank. If they give me the letter i can get a job and start making higher payments. This just doesn't make sense to me. I requested to speak to a supervisor the consultant said a supervisor will contact me, no one phoned me back.... I am disappointed