FNB personal department

Took out a personal loan a while back. I have a maximum of 4 or 5 installments left to pay up the loan. I called FNB personal loan department on the 25th or 26th of October to make them aware that I will be going on unpaid maternity leave and won't be able to Nov and Dec but will be able to pay off the loan in full in Jan, consultant advised that it's not possible to not pay anything at all for the 2 months. I asked her for an alternative way she said I should send documents to special arrangement department on ********** for a payment arrangement. I tried sending email to above mentioned email address on the 1st of November which bounced. I had started my maternity leave and didn't have calling facilities. I bumped into someone by luck in a taxi that works for FNB and asked if they know correct email for special arrangements department she said no but provided me with an email ********** that she said might be able to assist. I sent email on the 13th of Nov stating the issue and to forward email to relevant department if they not the one and a follow up email on 25th of Nov with all supporting documents still no feedback. I received feedback on the 5th of Dec for specialised finance department stating that they are not the correct department and they have cc'd the correct department. So consultant provided me with the incorrect email address, correct email address is ********** A day later being the 6th of Dec I received an email from Puleng Mokoena from SMLspecialarrangment department asking for supporting documents. I rep**** to the email with the documents. Today I receive an email stating that the request for special arrangements has been declined because loan is in arrears for 1 installments which is for the month of Nov. I tried my best for the loan not to be in arrears hence I tried making contact from Oct with a phone call. I fail to understand that with FNB declining the request how do they expert me to pay for the loan, because supporting documents do state that I was unemployed from 29th Oct hence why I tried to make arrangements well in advance to avoid loan being in arrears. How exactly am I expected to pay for the loan?