"How can we help you?" More like, "Sorry, we cannot help you"

I have been a client of FNB for 10 years and have never missed a payment or had any issues with my accounts. I am having some financial issues, and I went to a branch to ask to speak to the Branch Manager to find out if I can be assisted. I was given telephone numbers to contact to try and sort out my concerns. When I contacted the numbers and asked FNB to assist in extending loan repayments or for payment grace periods, or temporary overdraft increases, etc, the answer was: "Sorry, but we are regulated by the credit bureau, and therefore cannot help" Talk about personal service. . . I never had any reason to speak to my bank regarding financial issues, but now that I have issues, my bank makes me feel like the ugly duckling. Not sure if this is just a FNB problem, or if it is a South African Bank issue. Either way, I have lost faith in my 'financial provider'.