PERSONAL LOAN - NO RESCHEDULING OPTION

My husband and I made a personal loan of R20,000.00 at Capitec, a bit less than 2 years ago. The monthly minimum payment was made every single month, up to early last year (2017), when my husband was retrenched. We could thus no longer make the minimum monthly payments at all. During this time, as was requested when visiting the bank to discuss the matter, he gave Capitec documents proving that he had been retrenched and that he no longer had any form of salary at the time. He now is employed again, but there is a back-log on the loan due to the period in which he was unemployed and interest has built up. What we cannot understand, however, is the fact that the bank did not make any effort to reschedule the loan (as it was based on a 12 month term loan). Capitec's website clearly stipulates that it is possible to reschedule such a loan, but even if my husband did indeed not qualify, absolutely no reason was given as to why not. The process was not even explained to him on the numerous occasions we had gone to the bank to discuss the matter. Now, we are constantly harassed by debt collectors as a result. Also, the same had happened to my husband's brother (having had a loan with Capitec and losing his job), but in this case Capitec erased the outstanding balance on the loan. Why was this not the case with my husband, even though he had given you documents to prove he is unemployed? Surely Capitec must have a credit protection plan in such cases? It is useless to go to a Capitec branch as the staff are not knowledgeable enough regarding this topic. During our last visit to the bank and after my husband had inquired about the documents he had given, he was informed there are no such documents on the Capitec system. Why would he go through the process of obtaining these documents, if he knew that Capitec would simply dispose of them? Answers are needed from Capitec as to how to go about sorting out this problem and reasons are needed for the discrepancies listed above.