No application on App, then no help with COVID

All I want is for FNB to assist me during COVID with a payment holiday on my home loan but they make absolutely so frustrating and impossible. I have tried to apply online and using the app to no avail. I think this is because I have a home loan and not a cheque account or a card with a pin. They have sent me and e-mail twice now to tell me I have to do it on the app. So what now? I wish I could just speak to a human.