Not willing to assist when needed

I've recently been in contact with Nedbank and did what I think is the honorable thing by advising that my family and I have relocated and cannot afford the monthly instalment because of loss of income. I have asked that Nedbank assist in lowering my instalment amount so that we can get by until my husband finds a job. They can \assist""; extend the term by X amount to bring back in line what I owe. In short; I was told that this is not possible; take it or leave it. We are constantly reminded that if you are unable to make payment; get in touch with the provider so they can work something out for you; what Nedbank offers is a far cry from help. As a long standing institution; one would think there was more passion to want to help your clients who have made possible your business growth. I personally have been a customer with Nedbank for 3 yrs and have never defaulted on payment toward my personal loan account. If a manager (who isn't always busy and never available) can assist;it would be appreciated. If not...well then I'm not surprised."""