Unhappy and needing help

So I am not directly impacted by what I am about to write about but it does impact my parents and I am a bit perturbed by the way the situation was handles. I have logged a complaint on your websire but I am still waiting on a response. My father was recently retrenched and approached all his creditors to make then aware which included Standard Bank as they have a bond with them. My father was advised that he could sebd through the relevent documents and they would consider him for the 6 month "payment holiday" benefit. I assisted him in sending the documents and had to resend then a 2nd time as the bank did not recevied it the first time. My mom came to me in last week and told me that his request has been declined and their reasoning is absolutely ludicrous. To start off, my mom banks with Standard Bank. So their reason for declining my dads request for assistance is due to my mom having what they consider a high bank balance. the fact that they accessed my moms bank account withoout her being present is my biggest problem. Yes they have a joint bond but my moms bank account is her own personal account. Yes my mom earns a income ( she is only a contract worker) but on average she gets about R4500 monthly. This could increase depening on how much overtime she works. So I really need to understand how someone who earns about R4500 is expected to maintain a household by herself, which inculdes a bond of almost R4000??? Any money she has in her bank account is money she has saved because my dad is no longer working is case of any emergency.... I myself work for a financial instution so I am fami**** with the claims process and well as the 3rd party process works. I would like someone to contact me and should I not have a satisfactory outcome I will be taking it up with the Insurance Ombudsman. My dad has been assisted with a 3 month payment break which we appreciate but I feel he should be granted the full 6 months. If contact needs to made with my parents, that can be discussed when someone contacts me.