Bad experience - DIRECT AXIS - PERSONAL LOAN

Good day, I am struggling to get any feedback/assistance on personal loan that I want to make arrangements to reduce the monthly payment. I was retrenched and can not afford the full every month however can afford a reduced amount. I was told once my account is in arrears only then can they assist me. I do not understand I know I have to pay the loan however cannot afford the full amount however no one want to assist me. I have forwarded e-mails to all the departments that work with personal loans and spoke to a few consultants also. I am so finish with Direct Axis, it is not a great experience. I really feel you do not care at all. Please can someone if there is someone that can assist me to contact me urgently. Regards Engela Badenhorst.