Requesting a payment holiday = Nightmare

Why is it so difficult for a person to request a payment holiday? Why do we have to jump through so many hoops and why does it take so long to receive a response from the bank - why have private bankers if you still have to go through the normal slow routes ?

And does no one understand that you cannot just go to the municipality during lockdown ? or does no one at FNB understand what AT RISK means?