Coldest treatment received ever...

I feel so defeated. I contacted the home loans department as my bond went into arrears due to me being unemployed. I app**** for assistance late Nov early Dec 2022. I sent all the required documents and waited. After not hearing anything back I made numerous follow up and emails were not being responded to. On Friday I sent my last email asking for details of someone that is able to assist me as I wasn't getting any help from anyone the finaly I received feedback stating they are in a back log hence no response. Yesterday 30 January 2023 I received the coldest email stating my application was declined as I don't earn an income. That's it. Noone even tried calling me to discuss my situation. I don't think anyone even read my motivation letter where I stated yes I'm unemployed current and I've been looking for work but no luck as yet. I've even mentioned in my letter that I moved out of my home in order to rent it out so that I am able to make payment to my bond. All I really needed was a respread option of the arrears so that I can start paying monthly, afresh with my tenants rent but no body bothered to take that into consideration. I wasn't asking the bank for money or for them to erase my arrears I was asking for a respred to help me to start a fresh as I will be able to pay the bond since I have a tenant. But all I got was "application declined due to no income". And the lady told me on email I must make payment arrangements to pay the arrears within 6 months. My question is how am I supposed to do that? That's why I'm saying my letter was not read... if someone called me and spoke to me like a person then maybe they would have understood my financial position. I wasn't given any other options or anything. Just the coldest email saying declined... what was declined? Does a respread require one to have a job? Because as far I know getting rent from a tenant is an income. I need someone to call me please because I don't know what to do