Call center unable to assist

I have been trying to get hold of your service center since last week, your holding time is too long and when I eventually get hold of a consultant, they can't help. I need to skip this month's payment, the consultant said Direct Axis only assists people who have been retrenched or are on unpaid leave with a payment break. Although I am not directly affected, I am indirectly affected as I am the only one employed and earning a salary at home since everyone else is out of work due to the lockdown. I am only asking to skip July and will resume payment in August and perhaps have the term extended. If you have alternative options in place, please advise.