Payment break

Good day my name is Zane I would like to thank African Bank for always helping to the best of their ability whenever I have a problem

So today I'd like you guys to please assist as I have a problem I've been paying my loan for almost about a year and a half never missed a payment, so I recently found out about payment break I've been trying to get a payment but I'm getting rejected every time I phone so please can someone please help me or explain why I can't get a payment break I mean I'm a loyal customer never miss payments so please

Kind regards

Zane welcome