Standard bank playing with customers

I was happy that standard bank was giving payment Holidays for 3 months for the Covid 19 pandemic as we all had to stay home only to have my car installment increase by R300. When I ask for more information no one has an answer for me as I just wanted to is this a penalty for asking for help in these difficult times. Also with the interest rate being cut other banks have adjusted my bond but standard has no answer why my vehicle account interest rate has even gone higher all I'm told is that the matter has been escalated. I have also requested that my credit card statement be sent to me as I called for assistance regarding my app without any assistance I was told that I had to go in a branch for a simple statement that should be sent via email immediately.Today I was told my address has been changed by the system.I requested an an amount to be allocated to my vehicle account 4 months ago and still no solution. What does a customer needs to do to get service from a bank at this stressful times.