FNB not giving me any feedback on relief plan?

I app**** for extension on covid 19 relief fund for my home loan. I sent all necessary documents etc. I have emailed HL LIFE who i believe are the people who help you. It's been two weeks and the feedback has been so bad. I received a pre agreement on an extension on my fnb app but the dates are not what i app**** for. Its exactly the same as the previous agreement. I have no money to pay for our home loan and i need to know it will be taken care of can someone just please help???!!