FNB - Bank of the #changeables or #failables?

In good faith, I contacted FNB's payment arrangements department to seek assistance with my changed financial situation. As my husband lost his job, I needed to explore options available to reduce the current installments on my personal loans. I enquired about the option to perhaps extend the term of my loans to reduce the monthly installment, temporarily reduced installments and payment breaks. Siya, the consultant, informs me that as MY income has not changed, the only way to reduce my installments is to pay in a lump sum. Where in the world am I supposed to cough up a lump sum if I just lost a stream of income which resulted in me not being able to make ends meet? How is it that my bank who I have tons of products with cannot assist me in a time of crisis? Being proactive in seeking assistance is not an option and I should rather default on payment than being offered a lifeline?