Kotak Mahindra Bank — Credit Card Moratorium Request

The only bank that is rejecting moratorium request despite of writing email about the loss of income & job due to covid 19. They say my card is not eligible for deferment regardless of making payments on time so far. What eligibility would a bank look for? when the whole world is in pandemic situation?
we are struggling hard to survive but the bank seem to be worried about its payments.

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