DirectAxis - One of the most UNhelpful FSP's!!

I have never been met with as little as possible customer service or response from from any service provider as i have with DirectAxis! I sent an email on the 5th Feb 2019 asking for assistance in restricting my loan repayment due to hectic financial constraints. Since then I have not been contacted by a consultant in which they promise two days for a consultant to get in touch. I proceed with making a call and I am told with no remorse, no we can't do such. This is unheard of to me where an FSP can't assist in restructuring a loan agreement. Direct Axis has ZERO customer service or assistance!!