Corona payment holiday - home loan

I submitted an application for a payment holiday on 26 March 2020. Called them on 01st April spoke to njabulo was told that it's still on process as it takes 5 days. My husndnad was told it will take 3 days, I told him to let a manager call me. He said the manager name was Dineo..... I still haven't got a call back. Today I called and spoke to ntabeleng. Who told me that we don't qualify as our account was in arrears in the last 12 months and they look at all accounts and products we have to determine this. Please can std bank explain to me, what we must do if my husband is only getting 40% of his salary must we go hungry. And at this present moment all accounts are up to date. So why would they put this clause in. This is not a normal circumstance we find ourselves in. I will be closing all my accounts with standard bank. Next week. When everything goes back to normal and we up to date I will also move my home loan.