Apalling Customer Service

My home loan account is in arrears from Dec 2014 because both me and my husband was unemployed. I only started working in May 2015 and my husband in July 2015. Nedbank is working with a company called Protrace and someone from Protrace phoned me and gave me 4 options, sell the house, repay the arrears in 12 months, 6 months or refinance the house. The guy advised me to take the 6 month option which I did it was declined by Nedbank because of affordability. Protrace tried the 12 month option it was declined as well. What do they want??? I am willing to pay the arrears as quick as possible but they decline it and is going forward with legal action. They declined the 6 month option but they take that amount via debit order!!! I think its pathetic! I want to pay the arrears and they wont let me!