HDB Financial Services — personal loan moratorium issue

I am trying to avail moratorium for my loan and the link web site they provide does not recognise my phone number, loan number nor my pan number. I am so fed up trying to follow up with them. All details are correct because i get monthly messages of my loan deduction to the same number, with loan number mentioned that i'm using.
Such a pathetic and horrible service from hdbfs. My emi got deducted this month. No sense of responsibility for this fs. I want someone get my moratorium activated. I've been providing accurate details, it's your side that's not actioning it, not sure it's a delebrate step