Poor service

I am really disappointed in the poor service I received from Fnb call centre on the 02/05/2015. I was at the N1 city branch on the morning of the 2nd to ask for my monthly installments on my existing loans to be reduced for atleast 6 months as I had a big salary cut. The lady that helped me put me through to the call centre , who then told me they are unable to do so. I'm quite a shocked at this as I've heard of many banks who are able to do so. I then logged a formal complaint at the branch but haven't heard anything since. Really disappointed as I don't want to have a bad credit history and know I will be struggling with my installments for awhile