REFUSED TO GRANT ME AN ARRANGEMENT

I called the collections department this morning to make an arrangement on one of my loan. The called was received by Foster Khoza who refused to grant me the arrangement. For some strange reason, he said he would grant me the arrangement only if I send in my bank statement. Has he done FAIS credits to request for such? A bank statement is a personal thing that you just don't send to anyone or everyone. Why do they need a bank statement for a payment arrangement because I am not applying for credit. I have spoken to the best agents who have assisted me on this account and they have even advised me to call in five days prior to the debit order date for a payment arrangement. So I do not understand why Foster refused to assist me.