FNB loan settle

i called in May sometime i asked for a payment holiday and i was refused because they only do it in January. I called in June and explained my financial problems and i was refused help again and i was told to send an email to ***, i did that explained my issue and sent the supporting documents but still was told that i should pay my monthly installments as normal even after i showed them proof of my expenses and told them i can pay half of what is left for my loan so they can close it off. I have been paying this loan for 2years straight with no reversal and now that i cant they giving me issues.