Unhelpful with request to reduce fees in difficult situation

Been going through a bit of financial difficulty. Had a situation where I had to let a lot of my accounts go unpaid, which caused unpaid service fees over R2000. Sent a request through to Absa explaining that I was going through a difficult time and I understood the fees incurred. Requested if they would kindly consider reducing the fees, once off. Received an email that they were unable to assist, I must go to a branch. A few days later, received a call from my branch and they said they could not do anything. He had other solutions, but I was trying to explain that I would come right in December and I just requested that my fees be looked at and reduced. I do not understand how you are not able to assist me in my situation and let a “computer” define my outcome. Surely you should be able to “over-ride” your system and allow some latitude, especially where I have admitted that the fees incurred were my fault and asked for kind assistance to reduce it.