No joy from ABSA vehicle finance structuring department

I have received no joy with Absa vehicle finance. I was told to send a request to restructuring as my car broke down and I asked to skip the payment on July as it was an unforeseen circumstance. Still waiting for the outcome. It is frustrating me cause if I knew I would have made other alternatives either than the one I was advised by the consultant to reverse the payment and send an email to restructuring for my request. I have been their client for long now and I have been keeping up with the payments. This frustrates me so much.