FNB loans department

Today I was at the fnb branch and asked to be put through fnb loans department they did but it took about 20 minutes for consultant to answer and when she did she was very rude to me.ddnt even care to explain the procedure that I must follow.i wanted to be assisted with the loans that I have with FNB and currently can't keep up with payments trying to find ways I can pay off the loans.she just told me unfortunately I must just deal with instalments and accept them as they are because there's nothing they can do on their side.iwas very disappointed as I've been banking with FNB since I started to work in 2009.was at Bloemfontein fnb branch they were also shocked