Unwilling to Help

I have called Direct Axis a few time to find out if you will be able to either restructure my current loan in order to make the installments more affordable or even maybe help me with a consolidation loan where by you pay the stuff on my behalf in order to help me free up some extra cash on my side, but every time i phone the consultants are rude and just say they can not help me, they don't even do a proper check to see if you can maybe help me, they just ask for my ID no. and then say no they can't help me your do not restructure. Please could you see if you will be able to help me out with either consolidation or restructuring my loan.