Missed car installment

I am a client to Nedbank for 3 years now and my car instalment has always been paid off until recently. I called in the customer service line 2 months back to explain that I work in Sales and I have been struggling to make ends meet , I requested for a premium holiday for three months because i have been going through a wrong patch . My application was declined and the reason was that I have a balloon payment and Nedbank could not extend my term . On top of all of this the following month Nedbank debited my account on the 28th instead of the 27th which has always been my selected date and this resulted in a failed debit order . This was so shocking and disappointing to me considering that I have never missed a premium and the bank could not meet me half way in my time of need as a customer but instead were quick to send my details to the collections department. Why ? Does Nedbank not value loyal customers and with the current economy does Nedbank not sympathise with its client ☹️? I then called in last month to make arrangements for the missed premiums and the consultant said my missed premium would be divided into three months added to my current instalment and I had agreed to the term and requested Nedbank to deduct on the 27th for the missed premiums. The bank decided to deduct on the 28 and this resulted in a failed debit order again . The company has failed to stick to our arrangement twice now and I am finding myself in this predicament. The purpose of this grievance is to find a way for the bank to assist me in this difficult time of needs and extend my term.