Standard bank will be reported for there bad service and miscommunication!

I am writing this on behalf of my parents who have a bond with standard bank, the holiday payment on the bond was approved from the period of May to July and the installment would start going off again from the end of August. I had sent through a request for an extension on the holiday payment for the bond on the 11th July 2020, for them to consider the extension from August to October 2020. To Date there has been no feedback provided, My mother has called in atleast 5 times this morning with no resolution, if she is not getting cut off each time then no one can tell her the progress. This is a joint account, in both my parents name BV Singh and A Singh, I need someone to call today please because this is ridiculous, I will provide all the account details, and all the information we were advised to send it through via email to the debt care centre with the motivation letter now they are singing a different song telling me that the request needs to be done online, after an entire month of waiting, I can see that standard bank wants me to report them to the ombudmans for banking services as the processes in place are not stated correctly and the calls are recorded so I will ask for all the calls that my mother has made, please call Mrs A Singh urgently on ***.