Nedbank - How can we not help you

Last month I phoned Nedbank Homeloans to ask for a month's payment break of one month's premium. All was well to arrange this except that I was to late and was told I have to make this arrangement 7 working days before month end. Today when I phoned (20/02/19) I was told that I could not have a payment break on my premiums, only a 25% of the premium BUT that it would affect my credit rating negatively because I am in arrears even though I have asked for permission and that I am coming to the table to actually make an arrangement that was communicated a no problem earlier. So my point is, why even bother to make an arrangement because whether I intentionally skip a payment or try to come for help and make an arrangement, it is going to effect me negatively. Seriously Nedbank?? When I asked the logic behind it, it was said to me that I must do whatever, its my choice. This is how you help a customer that is in serious need for ONE month premium break? Irrespective if I have not missed ONE single payment. Your staff is no help at all!