Summons received inspite of advising consultants of unemployment

I have had a recurring personal loan with nedbank...the 2nd time around i lost my job and spouse and my child passed on ...i do not have income to sort this out right now until i find another job and under a very stressful situation. I did make arrangements to try and pay R200 a month towards the account but had nt been able to for the last 2 months. My Bond account is priority right now and is always up to date. I have requested concession until i find employment again. I have had my first loan paid off, my bond is on its 11th year, still i cant seem to get any assistance. Unforeseen circumstances happen is this how you treat loyal customers.