Standard Bank- misleading

I wrote an email on the 28 March 2020 for payment relief for my vehicle installments, credit card and loan repayment amount. I received a response saying that the bank would look at my request, in 7-10 working days and never heard from them again despite my afforts of calling the call center and my emails yet standard still debit my account leaving my account in a negative state along with bank charges, this is affecting my credit rating. What kind of bank is this you lie to your clients by announcing false statements about holiday payments.