Nedbank, zero people orientated.

I have been a client of Nedbank for more than 15 years. This year I am in a changing and challenging season and sent them an e-mail requesting for a deferral for a few months. They didn't respond and phoned me this morning, telling me that if I do not make payment within the next 5 days, they will habd me over to legal. How do you build trust in a bank when you don't allow for situations for at least 6 months to give someone space to get back on your feet? I will pay my dues through legal and close my account. This is zero support in my time of need. So absolutely disappointed.