ABSA : We bring possibilities to life. so please help

So I have emailed Absa for 20 days now. My husband has a personal loan with Absa we went to the bank to ask them to consider us for a grace period as my husband has been put on short time from his work so his salary has been cut , he went to absa branch in primrose yesterday and the info called the callcentre and the person on the other side was quite rude and said that Absa does not do that and if my husband cant pay he will be handed over to the credit buro .... we did not not pay we are asking for help and we get this rude answer do we not get helped thru credit insurance??? it is a loss of income we have the company letter and every thing . My husband has never been behind with his loan so why cant you help us