Very disappointing

So I've been with ABSA for about 33 years and have had loans with them before. I have an existing loan of +- R7000 and asked for a top up today over a longer period. The installment was R100 cheaper and i have never had one loan debit order bounce but was told its declined as i cant afford it. So how do i afford the one im paying now thats R100 more. They were also very happy to sell me an insurance for road accident fund though cause apparently thats ok. I am so dissapointed that the bank ive been with for so long cannot help me. The consultant then tried to see if i can get an overdraft but apparently that's also no possible. Can someone advise which bank actually cares about there customers because clearly ABSA doesnt.