Nedbank Home Loan. No reply on the Lockdown payment holiday

I have a problem with the service from Nedbank Home loans. In 2009 during the recession we sold our house in Centurion with a shortfall. Nedbank came with an offer to US, they will write off 50% of the shortfall and 50% we can pay off over a period of 10 years interest free an amount of R1451.00 pm. We have payed that amount every month since October 2011. The reason why I am complaining is during this lockdown period I don't receive any income and my wife's income is uncertain. She have mailed Nedbank on the 1st of April 2020 with no reply and two times on the 3rd of April 2020... still no reply from Nesbank's side. The emails were sent to ***, that's the email provided telephonically by the shortfall & recovery dept *** the lady that work on the file is Sooraya her number is ***, the team leader is Lucille Cass. We have had no response from Nedbank as yet!!!! We payed this account for the past 9years already and will not be able to get to payment during the lockdown period and even when its over how long it will take to recover to normal income... that's why we mailed them in advance to se if we can get some sort of a payment holiday the bank is offering!