Failing payment holiday relief

*********** service.I emailed them documents regarding payment relief on the 17 April 2020 and again on the 20th but till today they haven't responded.They are quick to write on Facebook that we must update our details that's why they are not responding because our details are incorrect. I also emailed for my debit order date to be changed on the same day the responded about the debit order change being late on the 20th.It is amazing that when they are suppose to debit then our details are correct and they are very quick to respond.Other banks have offered their clients payment relief without any hassle and long waits.