HDB Financial Services — Not giving moratorium

Dear sir/mam
I am trying to raise request for morotorim but hdb finance not ready to give becuase as per policy if any emi due that person is not eligible but i already requested before the date. When i visit on site did procedure till the otp process is ok after that window showing error so i am trying to contact bank person but they are not responding on call. Now days everyone knows salaries not credited so how can i repay my dues i also did request to them but no one is ready to respond charges are going high now also impacting on cibil score. Hope you people understand the concern and help out.
It's really verry bad condition so they have to understand and proceed the morotorim