Inaccurate information! Disrguntled client

My wife and I recently requested a short term payment arrangement on our home loan which was approved. We are now at the end of that short term arrangement and requested the long term extension which we could apply for as per your website,call centre and branch. After submitting documents and being given the run around we were now advised that we can't because of the short term arrangement which restructed our bond already . Why were we not advised of this initially or better yet why does your website say that after the short term arrangement you can review a term extension? If need be refer to YOUR website! The short term arrangement helps for that period that you need assistance however when that fails as a client we need other options which is exactly what your website confirms we have access to.

I need an urgent response on this!