Unwilling assistance from CAPITEC!!!!

I contacted capitec call center about my loan account I have with them. I explain to the agent that I want to reduce my installment or if she can advise me what to do, the agent advise that previous option is been used and nothing more left, and that if i can not afford the repayment amount during this time there is nothing that they can do the account will just go in arrears (which is what do not want). I asked the client from a bank perspective what can we do or advise me as I'm contacting to inform the bank about my problem . Response from the consultant : 'there is nothing that we can do' the account will go in arrears. This is pathetic service from Capitec!!!!!! seeing that I never missed on installment on this account.!