Payment relief.

My problem is twofold - I have requested payment relief on both my Avaf and Homeloan accounts Reason being that my son who is renting from us is working at Barnyard Cape Town which closed down for the lockdown period and waiting for UIF.My tenant who is renting our other property is also not getting salary and therefor we are R13,000 short per month. I have requested payment relief via the web as well as telephonically - no feedback after 3 weeks .They promised to come back to me , but that did not happen. I worked for absa fot 36 years and retired as credit manager at absa private bank in 2014. My accounts have never been in arrears and all payments are up to date - Insurance all in place . Please help. Thank you.