Lack of explanation

I have a loan with Capitec and it was in arrears I received a call from Collection advising that I can do restructuring of the loan which I accepted.A lady explained that I won't be able to apply for finance again at Capitec which I accepted. To my surprise I cannot apply for finance anywhere because of that. Stressed because I have to bury my family member tomorrow and I promised my family that I will assist.My concern is that Collections department are calling us not clearly explaining the consequences of a restructure because if I knew I was not going to accept the terms I was going to make other arrangements to pay the arrears. Now I have a family that are stressed because I am not able to assist them. I don't advise Capitec clients to make such arrangements as they will find themselves in the same situation.