NO REPAYMENT ABILITY

MY MOTHER TOOK AN ADVANCED LOAN ON AN EXISTING ACCOUNT WHICH WAS APPROVED AND CREDITED TO HER BANK ACCOUNT. I THEN REALISED THAT THE NEW INSTALLMENT WAS TOO MUCH AND FELT THAT SHE WONT BE ABLE TO AFFORD IT. I ASSISTED HER TO LODGE A QUERY M AND WE WERE ASSITED BY THE BRANCH MANAGER AT WESTGATE SHOPPING CENTRE (ROODEPOORT) WHO THEN FORWARDED ALL THE DOCUMENTS THROUGH TO THE HEAD OFFICE AS WE REQUESTED THAT THE LOAN BE PLACED BACK TO THE ORIGINAL LOAN AND REVERSE THE ADVANCED AMOUNT. TODAY WE WERE TOLD THAT THE REQUEST WAS DECLINED. HOW CAN THEY DECLINED THIS WHEN THE CLIENT CAME FORWARD TO BRING TO THEIR ATTENTION THAT SHE WONT BE ABLE TO AFFORD THE INSTALLMENTS , SHE HASNT TOUCHED THAT MONEY IN THE FIRST PLACE AND AS BAD AS IT IS AFRICAN BANKS BOOK IS NOT HEALTHLY SO WE DONT WANT TO ADD TO IT . THIS LOAN GRANTED TO MY MOTHER WILL NOT RESOLVE HER PROBLEMS BUT ONLY SHORT TERM AND A PROPER NEEDS ANALYSIS WAS NOT DONE SO AS THE REPAYMENT ABILITY. PLEASE IM ASKING AFRICAN BANK TO RESTRUCTURE THIS AS SOON AS POSSIBLE OTHERWISE THEY WILL END UP WITH A BAD DEBT IN THEIR BOOKS. THE CALL CENTRE SENT US FROM PILLAR TO POST AND THEY SAID SHE NEEDS TO SETTLE THE ACCOUNT IF THATS THE CASE