ABSA HOMELOAN FICA

it is said that if you can't meet payment terms that one should approach the institution for assistance - I've approached ABSA to request extended payment terms on my bond, with the idea of reducing monthly premiums - i have now been back to the branch 4 times (each time taking more than 2hours) just to FICA the joint bond account held by wife and I - until such time as that is done, i cannot proceed forward to sort the payment terms.... But i can guarantee that i will get a call when i'm a day or 2 late on my bond payment! Apparently the consultant can't load the info to the FICA system (or the system won't allow the info to be loaded...) - according to the consultant, the branches are expected to do this process, yet have not been trained to use the system correctly? So ho do i go forward, all i want is to actually pay my bond (with reduced terms)