Refusal of rescheduling process to my account

Please assist as i have requested african bank to restructure my account as of last year November and they keep on running around the bush by taking me from pillar to post. Also explained to them that restructuring processes will work best for both parties. instead of applying a rescheduling process they introduced an arrangement to my profile of which it does affect my credit profile in a negative way. Customer account number: *** Reference Number:***