FNB Loans not taking ownership

Still not happy with the service from the Loan department. I have been told that fnb loans department cannot assist me with a installment reduction or payment on my loans, as my loans have not defaulted and I am still receiving a salary even though my salary has been reduced to 50%. I was then told to send a email with all my documentation to a special arrangement department and still awaiting a reply, and no assurance of any possible assistance during this trying time. I have been struggling since the 25th of September 2020 after my whole salary have been deducted to repay my loan installment I in turn had go put my phone on buy back in order to get money for traveling to work.