Terrible customer service

I am truly shocked at standard banks Terrible service. We app**** to relief on our home loan due to my husband not being able to work when in lockdown. We started this process back in June. Needless to say it took Forever, as usual standard bank service is an absolute disgrace. So at the end of the day we had an agreement which was Handeled by Nicolet Minnies who was arranging for us to move yo a 30 year homeloan and the arreers would be added to the loan. This was agreed to, but she never uploaded it correctly to the system and we were now handed over to debt collectors. Every time we phone standard bank, we are promised to be phoned back, but the phone call never comes. We tried again today and now no one can help us. I cannot believe how absolutely heartless a company can be. Adding the additional stress to this very difficult time. What else do we need to do to get this sorted out as we still have not received our new loan agreement