Email response.

I called FNB to requested them to assist me in reducing my monthly instalment as i was drowning. the consultant i spoke with emailed me a form to fill in then email back to the email that is on the form. On the form it stated if i send the form after 5 days the reduced payment will apply on the next payment. after emailing i got an Automated email stating that i will get feedback in 24 hours till to date im still waiting for my feedback. i emailed the form on the 22/09/2022.