Poor Customer Service & Contradicting Emails!

I emailed your company in May asking if I can extend my payment term on my loans to make my monthly instalment smaller. The feedback I got then was that 12 instalments had to be paid first before I can do this. I emailed your team today to ask again if I can extend my payment term to make my amount smaller. The 1st reply I got back was that I need to explain why I want to do this and provide supporting documents. I rep**** saying what documents and I am applying for this so that I have more of my salary available. Then the person all of a sudden rep**** saying you dont do extensions????? Contradicting the previous email. I then rep**** back and said you told me in May I can apply, the person then rep**** saying you only did this in Covid???

I am asking again if I can please extend my payment term to make my monthly instalment smaller. Since I took the loans things have gotten more expensive every month. I don't think I really need another reason!