Loan department

The customer service for this bank is very poor and unprofessional.so i called in today and i got the lady by the name of Gugulethu Mnguni,i wanted them to reduce my loan instalment since I can’t afford it anymore.she then tells me I don’t have chances to change since they chances of arrangement is limited with capitec bank the hangs up a call .that is very rude,are you telling me you can’t assist,you guys are waiting for my loan to be in arrears before you can assist me? How possible is that?so now i must change my account because I want to do manual payment to the loan??your service sucks