Poor Support for COVID crisis

I requested an urgent COVID-19 freeze on my investment property's home loan due to a delay in transfer of the sale of the property (due to COVID) and rental income ending in May 2020. I supp**** proof of the rental agreement that ended and the offer to purchase. The request was rejected without a reason. I have no more income to carry the costs and delays due to factors outside of my control. My wife has also lost all income at this stressful time too. I have many accounts and am a loyal customer with FNB. I need an urgent freeze of the debit order or it will bounce on the next run.