Extremely disappointed with lack of empathy and support on home loan hardship application despite long-standing relationship

I am extremely disappointed and frustrated with the handling of my recent application for temporary payment relief on my home loan account.

I have been a loyal customer of this bank for over 7 years and have consistently maintained my account in good standing. I recently reached out for short-term financial relief due to genuine hardship linked to urgent family medical responsibilities involving my 65-year-old mother, who is currently suffering from serious and worsening eye and mobility complications requiring specialist care.

Despite clearly explaining my situation, my application was declined with a standard response outlining eligibility criteria, without any meaningful consideration of my circumstances or any effort to explore alternative support options.

What is most disappointing is the lack of empathy and discretion shown toward a long-standing customer who has always honoured their commitments and only asked for temporary assistance during a difficult period. Financial institutions often speak about customer-centric service and support during hardship, but my experience in this instance has not reflected that. I expected at minimum a conversation or alternative solution, rather than a blanket rejection based strictly on criteria that do not reflect the broader context of my situation.

I am now left disappointed in the level of support received and hope this matter can be escalated for proper review by a senior team member.