Failure to Deliver on Banks motto - How can we Help

I am disgusted with the service, professionalism and logic of FNB Home Loans. We recently tried to restructure our home loan due to retrenchment. The amount we asking to pay now was actually still 10% of the balance at the moment. We tried to get answers or more solutions but it was an all mighty struggle which still is not solved. We basically asked the question if now due to retrenchment we can only afford X amount per month which as mentioned is still 10% of the balance and nothing more what is the bank's stance to this and nobody in the entire Home Loans Department could give an answer.