Disgusting service towards loyal client

I have been a client with Capitec Bank for almost 9 years. I currently have a large personal loan with Capitec. Since the start of the Covid my family and I have been struggling to make ends meet, therefore I have had to take out smaller loans through other institutions to survive from month to month. I enquired from Capitec whether they are able to consolidate my other smaller loans into one loan in order to reduce my monthly repayments significantly, I am constantly told that they are unable to assist me. I am very disappointed with Capitec. When I first joined Capitec as a client they treated me with great respect, now I am just a number. My entire household banks with Capitec, but because of the lack of service I am receiving I am investigating other options and therefore my entire household are following suite.