So much for "How can we help you" FNB

I have a personal loan with FNB which I took 3 years ago. I recently fell behind on repayments due to financial challenges (3 months in arrears). I phoned FNB on 15 November 2019 to ask if there was a way my installment can be reduced. I was told there is no such option. I then what is the best of settling the arrears and make at leat 70% payment towards my monthly installment. I was told there is none. I just have to pay the full installement and pay an additional R1650 towards arearrs for 6 months. My question to the consultant was how does this payment plan help me to repay the loan. She said that is FNB policy and there was nothing she can do. That is unfortunate, especially from a bank with a slogon that says, "How can we help you". As it stands I will still not be able to pay the full installment and arrears because FNB has no way of trying to meet me halfway so that I at least continue paying.