not 3 months behind, and no mention of the year's extra payments i made in the past?

So i wanted to re-finance my bond. i desperately need to redo my roof this winter because the tiles are discontinued (a fact they left out when i bought the house) and they're looking really bad. When i app**** for re-financing on my bond, i was told that because of the covid 3 month payment holiday it now reflects that i'm 3 months behind on my bond. what i don't hear is the year that i paid extra into their bucket account for my house to get ahead in payments. why can't they take that amount to sort out the supposedly behind payments? they offered this service during a national state of disaster to help people, only now to imply i'm in arrears? i've never skipped a payment in my life.