No provisions made for client's loan installments who has a change in their personal circumstances

I called Capfin today(19/9/2017) to try and arrange an agreement, My personal circumstances has changed a lot since I initially made the loan, My rent expenses increased with R1000 and I have a baby on the way, My loan installment with Capfin is R2480 pm I requested for a reduction of R1000 which would result in my installment being an affordable amount of R1480pm, I explained that the reduction would only be for a period of six months thereafter I would pay the initial amount....i spoke to a consultant and a manager of Capfin, both responded by saying Capfin can't assist with a reduction on loan installments.... I need to first be in arears before I can make payment arrangements.