Covid 19 "Payment relief"

I have recently been offered payment relief on my personal loan during covid 19 0utbreak. The month prior to it kicking in (end April) I was nog able to make payment as my ex could not work and pay child support and expenses with my son at home was up more than I would expect. Now they keep wanting to deduct the amount from my bank during my PAYMENT RELIEF I have requested many callbacks regarding this matter and have heard nothing. I would not be on a payment holiday if I didn't have trouble paying and now they are just influencing my credit score negatively. Why not shorten the assistance by a month and just include the outstanding amount there or GIVE ME A CALL to ask about splitting it with other payments? I have never skipped a single payment prior. I am definitely not happy