MFC lack of understanding requests.

After my last complaint submitted, I was assigned a specialist to interact with. What I need is someone who understands simple English. Before lock down I reuqested an arrangement to be made as my dad passed away and I was responsible for my mum financially until my dads estate was winded up and his funds transferred to my mum so I asked mfc to pay R4000 a month towards my vehicle. This request was approved and my finance restrucuted to pay R4000 for 6 months. Then in March due to covid 19 and a reduced household income my husband was on short time hence i requested a payment FREEZE for 3 months. This was approved and I was to commence paying the R4000 from end of August. Last month, I tried to extend this payment freeze for another 2 or 3 months as my husband is not yet back full time at work and my dad's estate has not yet been finalized due to covid and lockdown the winding up of the estate is delayed even further . That's when I put a complaint through and was assigned Christopher Coetzee to deal with but it seems that all he wanted to do was to close my complaint on this platform. He explained that I needed to submit my extension for a payment freeze in August has my payment freeze was up until July so I had to wait for August to send the request for the payment freeze extension. I waited for August and resubmitted. I received a reference number for the request for the freeze. After the over due KPI of 3 working days, I called the call centre today to ask the status of the payment freeze extension and the call centre agent advised it was abandoned as I have an arrangment to pay R4000. I was trying to explain to her that the arrangement i had was before lockdown and now I want to extend the current payment freeze which is now over payment for a further 2 or 3 months and thereafter continue with the R4000 as per my approved restructure. Is it so hard to understand my request. Anyway she put me on hold and cuts the call. My reference for the payment freeze was Reference FI***. There is no accountability. In the mean time my unresolved query is resulting in numerous repeat calls to mfc which nobody cares about. So much for customer centricity and debt relief assistance during covid when agents are not trained to understand. Hoping the next person who calls is someone whom understands my request.