How can we get you into more debt?

So I have app**** for months to FNB for payment relief. I get an email message on my FNB app yesterday with 2 options - 1. Take out another loan, even though I can't afford my home loan (reckless lending) 2. Take a payment moratorium for 3-6 months and pay FNB back for 18 months. What am I missing, how can we help you, clearly you would prefer to see your clients in further debt, than really help anyone. How can you do this to your clients FNB?