No assistance on payment Relieve under Debt Review

I had sent an email to FNB regarding payment relief due to financial constrains - I was given Deb Review email since I am under debt review but they withdrew and I am the one making payment - since I sent an email and I only received an automated reply - been waiting and no response from FNB- if I choose not to pay the bond there will be interest charged - I need payment relief and seems like FNB is not willing to assist