Fed up!!

I am very upset an dissapointment about the service received from FNB. I have been emailing them from the beginning of September asking to get payment holiday on my personal loan because my husband lost his job and i am unable to pay everything on my own, which they are aware of because some of the payments that didnt go through was to them. I still have not received answer via email or any correspondence. Last night i app**** on the app and they just say sorry we are unable to assist you right now, so they would rather have me apply for debt review than just help me out for a few months after i have been a client for 10 years and i have always been on track with my payments?? Why have the option of payment holiday if you dont give it?