No assistant on debt relief

I recently emailed a consultant from FNB to enquire about debt relief as I am unable to make payments on my FNB home loan due to covid 19 the consultant was helpful with regards to the procedure I am required to follow upon following the steps I have come across so many stumbling blocks I am unable to register with digital banking without having to go into the branch why is the online application made available if I still need to go into the branch that defeats the purpose of applying online.Its very sad that's during a state in which our country currently is that a bank like FNB is not willing to go the further mile is assisting their clients why are the consultants not able to assist with the application if the online process is not allowing you to apply via that route without having to physically go into the branch.Its very disappointing that one has to first address this issue on this platform before any action is taken to help their clients.I do hope to receive a response with regards to this matter as I am unable to make payment on my home loan and I am unable to apply for debt relief because I first need to go into the branch for assistance which I am unable to do due to health conditions which are restricting me from being in public due to the threat of corona.