CAN NOT GET HOLD OF HOME LOANS.

I've now been trying from the 15th to get hold of someone at home loans, when they answer I get told this is the wrong dept (even the hold music says "chat to us to restructure your loan") I run a bnb and with all the refunds and being closed next month i will not be able to make my loan payments. So do I now have it reversed before someone will call me? I've was also in trucked to e mail moratoriumreqeust, this also has received no reply.