Loan break

I took a loan 2 years ago, recently I got a msg that I qualify for a 1 month break due to covid 19 ,To my surprise when I read the number of months outstanding has been added meaning I have forfeited 12 months due to taking breaks .Honestly I think this is a *******.I would like for someone to assist as the branch failed they told me they can't explain as it is done by the system.