Wish Direct Axis could be as passionate about clients in need as they are with clients in arrears

I have a personal loan with Cashpower and on 04th April 2020 I sent a request for a payment holiday on my loan. My wife will only be receiving 50% of her salary as a result of the Covid 19 however, the challenge we are experiencing is that the compacy is closed and we cannot obtain this in writing as this was communicated to her verbally. I kept of advising them of this as they contunuously kept sending me an SMS advising me that they have not recieved the relevant documents only for my debit order to still be collected on 20th April 2020 after I have pleaded them for guidance. I wish that they could be as proactive in communicating with clients in need as they are with clients in arrears. Pathetic service truly!!