Inefficient multimedia call centre agents who do not read to understand

I requested an extension of the debt relief assistance in the 16 July. The inefficient call centre multimedia agent rep**** back to say that I must wait until the 30 August as I have a current payment arrangment. The response did not make sense as I have a current debt relief until end of July and hence wanted to apply for an extension as I am on reduced income. I resent my application again for the debt relief assistance on the 22July and still no response. My new reference number was FI ***. Before the lock down I did make an arrangement to pay R4000 a month as I lost my dad and was helping my mum out until my dad's estate was finalized which is still ongoing due to lockdown. When they approved my debt relief they freezed payment until end of July and then allowed me to pay R4000 from August until end October and then my normal installment from end of November. So now I wanted to extend the payment freeze for another 3 months as I am on reduced income ....