Worse customer service

Worse service received from Eli Tsholo, i logged a request for bond term extension after weeks of waiting i received a call from a Lady called Eli, she didn't even bother going through the documents to understand my request, she just said i won't qualify for a payment holiday after i explained that it was a bond term extension not payment holiday she promised to call me back, she never called now the request has been closed i need to start over the process again!!!!!!!!!!!