Being Pro-Active Does not help

Since COVID hit us in March, I have been able to keep up with my payments. I requested a payment holiday which in itself as it is false advertising as it only escalates the amount you need to repay when the payment holiday is over- For some reason this was declined. I did not receive an answer for this. To date I consistently try and make contact with Wesbank collections to make a payment arrangement. I have e-mailed them, I have called them, I am even waiting for a manager by the name of Colin to call me back. The length of my contract to pay off is 30 months, I have requested that it be extended to 34 months so I can play catch up and not have my car reposessed. I do not understand why my efforts to reach out and be pro-active are being ignored, I know that is is COVID and people are working remotely however with other service providers this has not affected them at all. Why can I not get the support I need from Wesbank?