Bad Service!!!

Hi Capitec, I have a loan that I wont be able to pay for the month of February, I just called your collections department in order to make some arrangements because I'm having financial difficulties this month. but instead the first consultant that i spoke to before I got cut off was willing to assist me, now the second consultant is telling me that the only thing he can do is to increase my loan period from 56 to 86 months and I still have to make the payment for February, he just reduced R1000 and wants to add further 30 months how is this possible, when I'm a client whose accounts are up to date and only having financial issues for a month? And i made the means to call you before hand to explain my situation. This is totally unacceptable.