Home loan repayment

I have a home loan with Nedbank and called them twice or so asking them to either restructure my payment or allow to pay R1000 a month since I am not working. They said they cannot do that and the reason was because I was not in arrears. They said my payments are advanced therefore I do not qualify. Do I have to fall behind with payment first before they can be able to make arrangements for payments that I can be able to afford? It does not make any sense. They should actually be happy that I am even making means to not fall behind with the debt. Does not make sense to me. They want to me to be in arrears first before taking up my offer. So ****ed off. Are we not suppose to call banks to make arrangements in advance so that the partnership can go on smoothly?