Home loan struggling with debt repayments

Good day, [REF: ********** 1_ ********** 47] My mother Is currently struggling with a home loan repayment, since my late dad its being a struggle to meet the debt obligations to the home.

We visited the bank back in November 2018 We were given a form called - Home loans Quick fix – distress debt application Fnb agents first give us a few invalid EMAILS address - but we finally got an accurate email address only Mar 19 **********

We ask if the terms of the loan can be extended? – no answer

What kind of help can the bank offer us with repayment agreement? - no answer

FNB staff are only communicating the of options we cant commit - due to financially burden we are facing