Not Treating Customers with respect

FNB should change it's slogan from how can we help you, to how can we offend you, My home loan is in arrears, made an arrangement arrangement that if i pay certain amount legal action will be cancelled, seeing that i'm drowning in debts, app**** for debt counselling, they refusing the debt counselling so they can quickly reposses my asssets, is it because they know we cannot even afford legal consulations