worst service ever

I sent a request to SBSA VAF on the 10/12/2015 to skip 3 months premiums on my car as I lost my job and up till this day I have not recieved any feedback to whether or not it's being done. I have sent several emails, I even sent 2 complaints to them and still no feedback. My car payments is currently 2 months behind but if Standard bank did what they suppose to do on time my payments would not have been behind. They don't inform me to submit any documents but only after my debit date goes off on the 25th, so on the 30/12/2015 they request documents from me and not even the full documents. Everything is done in bits and pieces in their own time, while the customer has to wait and think everything is done, only to find out they need something else. They still have the nerve to tell me that my payments are 2 months behind and they can only skip one payment. Is this the sort of service we as customers msut expect from standard Bank? it's extremely disappointing, frustrating and sad to receive this kind of customer service.