Awaiting communication that has gone quiet

I am writing in hope someone will respond here. I missed a payment on my vehicle finance and I asked if the bank could assist as I am going through financial difficulties. I asked if they could reduce my current installment for the next 6 months so I can get back on my feet. The case number was created and I was told to go on line and feel up a form. I did all that and waited, 2 weeks later I get an email to say they did receive the form and some information in the email that did not make sense to me which read: "Please be advised we have received your rehab application in order for us to check thoroughly kindly send the following :

Please be advised we have received your rehab application in order for us to check thoroughly kindly send the following :

Client don’t have surplus , rather reduce instalment for four months and extend term to cater for current arrears plus shortfalls.

The above doesn't say much, I responded with the following:

"I am not sure if I am understanding correctly.

Yes please reduce installment for four months and extend term to cater for the areas plust shortfall."

That was it, haven't heard from them, I have been sending emails requesting feedback but to no avail. It is so frustrating to wait and next week debit orders are suppose to go.

Worse now am getting calls from their external call centre demanding the arreas amount. Hope someone calls me and explain my dilemma.