Restructure Finance Deal

Hi, A few months ago I had a huge medical expense which impacted my ability to pay ABSA vehicle finance on time. I am struggling to make my payment by the 1st of each month but usually pay it in full by the 15th or 16th of each month. I read on the ABSA website that deals can be restructured over six months or long term. I subsequently emailed ABSA about it on the restructuring email address. I received a system generated reply but no one contacted me to say no or yes. I also app**** for a cheaper car which will see my vehicle finance payment be reduced by about 2k a month. The system rejected it because I was in arrears at that point. Can someone please help me. I have been a ABSA vehicle finance client for nearly 10 years