Poor Service from ABSA Vehicle Finance

My vehicle is financed by Absa Vehicle and Asset finance. In May of 2020 I asked for relief, I was informed by the consultant that I do qualify and I would have to pay my arrears in order to do so. I was also informed that I didn't need to submit any supporting documents proving that my salary was in consistent. At the end of September I was now over R20000 in arrears. Dealt with a guy from Absa Risk Service and was informed by him that the bank doesn't need to help me and it was sort of a favor that unfortunately I didn't benefit from although I was told that I would. I attempted to make reduced payments until the end of February 2021 where I was retrenched and Over R24000 in areas. My issue is why was I told that I would qualify for relief or why wasn't I offered for my finance to be restructured instead.