No understanding from Sanlam Personal Finance

I have been trying to apply for COVID-19 debt relief. I have tenants in 2 of my properties which can no longer make their rental payments. I also had my wife which could not work as an estate agent due to the lockdown. Their reply the whole time is they want a formal letter from my employer. I keep on explaining it is not my fixed salary that is impacted but it is this other income which I am no longer receiving which has caused me to be in a position that I can no longer meet my financial obligations. Even with all of this explanation I am not getting any responses or any willingness from them to assist during this period.