Bad and Unfair treatment from Ned Bank MFC

Today 05 November 2020, I have contacted MFC regarding Payment relief and to sake advise of what do I do going forward because I have financial problem, my husband has been retrenched from work is it possible to restructure my payment plan. I was granted 5 months of payment holiday. I was assisted by a lady in the morning at 11:28. She said to me for me to get another payment holiday I should write a motivation with my total expenditure and it will depend on the Management if they approve it or not. she also told me that they can’t grant me another payment holiday because my husband received severance pay in July, I said to her My husband had his own debts and the money he received didn’t cover all his debts, but the lady insisted that I must pay. Our last agreement with her was to write that motivation with my total expenditure and sent to collection department and care. Later this afternoon at 16:13 she called me again and tell me that my request has been declined because my husband received severance pay. Then I have explain the same thing to her but she insisted, I asked her that how can my request be declined because I haven’t submit the motivation and total expenditure you have requested, because I am currently busy writing what you have requested? Then I said to her maybe things will be better when I get increase. she said when? I must give her the exact date then I said to her how can I give you the exact date because we are still negotiating with the employer, she insisted again that I must give her the day I will be getting increase I said how can I tell the date because I am not an employer, she didn’t even care of what I am saying, I believe that she has been unfair to me and she undermined me, I am very disappointed at MFC and the lady who was assisting me the way she talked to me I don’t think it is someone who have family.