BADDD Service Once Again

I am rather frustrated with FNB. If I call I get transferred to a million deparments and most don't answer the phones due to short staff. I app**** for a temporary relief on my loans and it was declined and I am trying to find out exactly as to why it was declined. I also needed to know if it was declined how do I lower the amount I am paying, can the months be extended, etc. It is soo difficult to get an answer or assistance from anyone. Can someone high above please advise urgently as this is urgent for me currently. FNB voice prompts will tell you abt the secure chats but they too cant assist me.