BAD SERVICE FOR RELIEF

I interacted with FNB trying to get assistance where im struggling to pay my loan and I requested for a payment relief for 3 months to get my finance in order but none of the consultants can assist me and the Secure chat line really SUCKS. As a paying client why can't I be assisted when I apply for a relief if im currently experiencing financial difficulties because they already so quick to put you on the credit burea due to non payment