Std Bank has been ignoring our request for a bond pmt relief for 2 weeks

On the 5th of May we app**** for payment relief on our bond. On the very same day I called true and the lady on the phone took my details as well as my husband's as he is the primary account holder . We followed up with several phone calls and thereafter too but no one could tell us anything. Then we were told that you haven't gotten to it yet. Late last week, your call centre said that they will get back to us and let us know if and when they need any documents.

IT IS NOW 10+ DAYS LATER.

How is this acceptable? I understand that you must be inundated, but frankly so are other institutions...but they have managed to respond. My husband is busy at work, therefore, this email is on his behalf as well. The bond is on both of our names. I have lost my job due to the coronavirus and we need this bond will leave ASAP. Whenever we called through, we were asked to hold on for 10 days whilst you worked on it. It's now more than 10 days and we haven't heard anything. If I now hear that I have to wait another 10 days, there's going to be a lot of anger. This is unacceptable!!! I expect this to be sorted out immediately. We have waited long enough. I've been retrenched due to the coronavirus. We need this bond relief.

Very disappointed and upset.

Regards, Samantha Gounden Bond acc no. ***