STRUGGLE TO ACTIVATE FLEXI RESERVE

I wanted to activate my flexi-reserve to be able to withdraw extra funds paid on my home loan. It was declined because after hard lock down I have asked for an arrangement to pay short and then they will capitalize the short payments after 3 months because we got an letter that we would have only get 50% of our salary, they then notified me that they will cancel the flexi-reserve.

I then NEVER made use of this offer because I had enough funds to pay my full installment and I kept on paying my home loan in full and never was in arrears from August when the hold was placed on the flexi reserve so now I want my flexi reserve activated again but they cannot activate it because they need to remove the hold but collections dept refuse.I have taken it up with there action line but still they refuse.

Please can you remove the hold that my flexi reserve can be activated. I never made use of the offer to pay only 50% installments and I kept on paying my full installments and was not in arrears during this period and up to now pay my full installment monthly , why do they not want to cancel the hold that they can activate flexi-reserve.

Please try and resolve this for me