MoneyTap — EMI moratorium loan

Dear team,
I hope you and your family are doing well?
I am very disappointed by the responses i am getting from the help desk team members, the question is they are replying to emails without reading and understanding.
I had taken moratorium for the month of april and may 20, because i am now self-employed i have started my freelancing in that covid has hit my freelancing job badly since i am into recruitment. Made sure not even once for the past 1 year i default on emi's i been paying religiously.
Had opted for the emi moratorium in the money tap app for the month of june - august 20 successfully and the next day on 6th i got a message that please request the same in the given format in your email id.
I have not got any email on my registered id, have been chasing helpdesk for the same and suddenly i see my emi moratorium has been rejected as per the mail.
My question is when the customer is forwarding and sharing all the emails conversation to the team for the help and here the team is just doing copy and paste without even understanding the customer. This facility is given to help customers in such a financial crisis but here i see i am getting harassed by the responses i am getting.
I been requesting a call back because i think emails are not helping and the customer service number is always busy in the given time slot. Tell me how am i supposed to help myself.
This is not happening to help customers in such time & without any intimation, any amount is charged on my account and wherein the app shows some other details. After giving all the requried details necessary document for moratorium i only got one reply from the help desk - your emi moratorium request is rejected because the due date is past or not submitted details as requested, wherein i did all what was required as a responsilble loan account holder.
This is not accepted from banking lenders like you to cheat customers who are following as their responsibility, neither even in a single mail i have mentioned i won’t pay money all i was asking is proper information and the amount is not small interest, the customer in need to help not to be cheated. After not getting proper responses from your help id i have decided to choose complaint option team.

Name - [removed]
Contact number - [removed]
Email id - [protected]@gmail.com