Payment holiday requested, but told the system didn't pick my name this time!

I called the bank today to request assistance with a payment holiday and to my surprise was told that I do not qualify for one at this time because the system did not draw my name! Seriously! Are we playing bingo, lotto or roulette? The consultant did not even bother to ask the reason for my request but to simply reply with the above. When I asked for a manager, she told me there is nobody that can help me, so why does AB have managers then? I have and am in good standing with AB and have been paying my instalments on time, all the time but this bank has not even made an effort to try and assist. A payment holiday is writing off the money, it is merely moving the end date up but monies will still be paid. Short of reversing the loan amount or putting a stop order in place, it would be appreciated if AB can actually look at my account and make the consideration for a payment holiday. My husband works for himself but cannot work during this time which has affected the household income, making mine the only available income, but it cannot carry the household and all expenses. I therefore request assistance in this regard.