Standard Bank refuses to utilise credit card protection policy despite Government's plea to assist customers during the COVID-19 pandemic

For April, Standard Bank has almost doubled the debit order from my cheque account to my credit card at the beginning of the month. The usual payment was available on the payment date but due to the increased amount the debit order was returned. Standard Bank has informed me that my credit score was lowered due to this. I have been in contact with the credit card department with no success. Despite having settled my account of R3400 and having paid an extra R1650 (total of R5050) the bank has informed me that my account is still in arrears of R3400 and they will only activate the protection policy once the account has been settled. As a health care professional in private practice my income is a fraction of what it used to be due to the pandemic. I am also a loyal Standard Bank customer for over 20 years yet the bank have no interest to assist even though I have made repayments as soon as money has become available. I am appalled at how this matter is being dealt with especially when I inquired about alternate ways of settling the account, the consultant asked if there is not someone else that can settle my account. This is absolutely shocking as all other financial institutions have given some sort of payment relief out of their own yet Standard Bank have threatened to discontinue the credit card facility and lowered my credit score despite me have the policy in place and paying the monthly credit card charges. I have also cc'd my banker into the communications and no response has been received. Not once has anyone from the bank tried to contact me directly to arrange for payment. I have only received threatening text messages and emails. Their manner of conducting business is a total disgrace!