Really just wanting assistance from a real human about now

So been paying my loan with Wesbank for 24 months now, and every month like clockwork I get promo e-mails from them and newsletters informing me that there are so many options to help if things tight, and so, with economy being what it is... I login in to the app via the link in the mail to just pause 1 month payment [as repeatedly reminded by newsletters that I have yet to take advantage of this help] Link goes to a make a payment segment. All links on app and website when trying to find this leads to... AI bot, linking the make a payment page.

I phone customer care, a kind female voice puts me directly through to finance; where I get a riddle of ai bot commands yielding absolutely nothing, and then through to someone who barely started mumbling and hangs up. Being forewarned by Customer Care and armed by finance department number, I try again, and again, before reaching probably the most aggravating voice on the other end. This non-person [after entering all this at the AI bot prompts] rudely just rambles the same questions about my information, and then starts barking at me about arrears [THAT I NEVER HAD]. I continue, already angry by now, explaining I was directed to them to pause one payment to get on my feet. Inhuman barks back at me at how I am not to just expect this and it should be app**** for and the customer care did not do their job, and repeats said sentence refusing to give information about how I need to apply for 3 months relief [NOT what I wanted, but it be tough times]. After their continued horridness I eventually just hang up. Contact customer care, again. Talk to a female voice named Tsego, and start with I am now fuming and sick and tired of AI bots and rudeness. THIS [WO]MAN IS YOUR AND ONLY STAR!! She understood, was human, and then continued to provide me with documents required in .PDF, the e-mail needed to contact, and the steps to this application, acknowledging that the Finance department probably didn't listen but this was also another method from the bank to assist clients in good standing. With renewed hope I e-mail with all attachments as required in .PDF as required - AI autoreply says a deliberation and result will be sent within 48 hours - 70 hours later another AI Autoreply prompting me to send the EXACT SAME ATTACHED FILES in the EXACT SAME PDF format accompanied by, yet again, threats about legal steps and persecution under non-payment as if I was in arrears [again not a single time, EVER] - I reply with said files AGAIN, and added note for a human to please reply with an explanation as to why the threats and repeated steps... - NOTHING 5 Days later - I email everything AGAIN, inquiring AGAIN - Same 48 hour AI autoreply- then NOTHING 2 days Later, I rinse and repeat - same 48 hour AI Auto Reply- I wait - Then another AI E-mail stating I need to reply to a NON-EXISTING MAIL with the documents which, you guessed it, I DID ATTACH. - I reply - NOTHING By now my humanity is out the door. This is torture and the type of trauma no human should endure, ever. So I e-mail them again, this time attaching every single board member at Wesbank who's office e-mail I could find out of sheer desperation. -- So far zero follow up or reply...

Is this some sick game you play, torturing customers already spread thin by life by falsely advertising and communicating help and then just ignoring their compliance and meeting their respect for you with disrespect and runarounds?