Mortgage holiday

Carenyd

On Monday I spent 85 minutes trying to contact my provider Acenden to enquire about a holiday, couldn't get through, so then I emailed them asking for a mortgage break, only for them to reply that someone would ring me back asap, it's now Saturday I haven't received any contact from them, I also rang Wednesday morning at 9am only to be put in a queue and be told my wait would be over 60 minutes,as there opening times are 9am to 5.30pm I found it hard to believe I would be waiting over 60 minutes. Has anybody else had similar problems as my mortgage is due on Tuesday the 31st, which will mean I will be left short of money due to the fact I haven't been able to work due to the covid 19 outbreak as we had to isolate for 14 days. 
Could anybody help!!!!

Thrugelmir

Don't panic. Lenders themselves are facing exceptional call demand and staffing issues. Put a stop on the direct debit if you don't hear from them in time. You won't be penalised. 
From their website. 
https://www.acenden.com/customer/helpful-info/helpful-info-(uk)/covid-19