FNB bullying tactics

I am an excellent client, I have never defaulted or been late on repayments. When I go into the bank your tellers are forever telling me how I qualify for credit cards and account upgrades. I have gone through every channel I can think of to get a payment break or extension on repayment of a loan, but FNB absolutely refuses to help me during these exceptional times. NOW, I am late on the repayment due to loss of income and FNB is threatening me with "legal proceedings". Are you being serious FNB!? Do you think it is okay to bully people when they are at their lowest!