Debt restructuring

I have been experiencing some financial challenges and have asked FNB and Old Mutual to help me ease the situation by restructuring my personal loan repayments so that my installments can be lower. Old Mutual have come to the party and have been of great help. The process was completed within 48 hours. But with FNB I have had no response - save for an email from *** that said they were forwarding my request to the relevant department - even though I have also sent documents on the banking app. When I called FNB, a consultant told me the process will take 14 days to assess. I am not asking for a payment break on my personal loan but simply requesting that my installment be reduced so that I can have more money left. While Old Mutual dealt with my query promply, it seemed FNB doesn't care it they have to take two weeks to deal with queries. It is pathetic, considering that the bulk of my income goes to FNB and have been with the bank for more than 10 years.