Very upset client

I have been a client of Standard Bank for 20 years now and I haven't been in arrears with any of my accounts. Due to the COVID-19 pandemic, three weeks ago I app**** to Standard Bank for a debt payment holiday for my credit card. I have not heard back from Standard bank and i have no idea whether my debt payment holiday application was successful or not. Does Standard bank take three weeks to process a simple debt payment holiday application? Then today I get an email from Standard bank's lawyers demanding payment on my credit card account. I couldn't pay my account and I thought my debt payment holiday application was processed. How am I supposed to know if my debt payment application is successful or not if Standard Bank does not communicate with me? When I called consultants to enquire their service was pathetic and none of the consultants could assist me. I am very disgusted with this service and I did not expect this from a bank that prides itself on its efficient service. If Standard Bank continues to treat clients like this, they will not have any clients left.