Loan- Break during Pandemic

I've been a loyal customer to African Bank for many years now not once have i missed payments , for the past three months African bank offered to give me a break for paying my loan which has helped me so much since our salaries where cut @ work, i took the break proudly knowing they will extend months which they normally do when they offer you a break. I've received a letter from them that i'm in arrears which has affect my Home loan Application with another because my name is on default which i wont be granted my Home Loan. I've sent an email to them on the 02/07/2020 requesting an explanation about this whole arrears thing up until now nobody has called or email to explain, as far as i know i'm not suppose to be in arrears with my loan with them they should extend the months. i'll appreciate if anyone from the head office to assist me with the crisis so my Home loan application can be approved.