Unhelpful

I have been trying to get assistance for a payment holiday on a loan since November. I’ve spoken to multiple consultants and only 1 actually helped me get the application submitted. I missed one call and the application was closed as a result. I call in again asking for assistance and the consultant speaks over me and literally yawns during the call and proceeds to tell me my documents are old now (as I’ve been applying since November) and have to start again from scratch. What is the point of offering debt relief if Standard Bank purposefully makes it a excruciating and impossible process.