Loan repayment term going up

In 2019 I took out a loan at Capitec Bank and during level5 lockdown in 2020 I went to them and asked to pay half my installments for 2months which escalated to 6months...in 2021 I noticed that the loan was not coming down at all although I was now paying my normal installment.. I asked Client service and was told it's because of the credit and I asked if I could substitute the life insurance with my personal life insurance so I can take the loan down because the 6months half installments has resulted in 3more years being added on my loan repayment. Nobody responded to me.. That was in August 2020 till today. I've been paying fmthe loan for 2full years but it looks like I have not made any payments.