Unfair treatment to pensioners

Years ago my parents who are pensioners had a nedbank loan. They were put off from work and were unemployed, however they managed to get a debt review done and consilidated all of there debt. They have been making payments to an administer for over 10 years and noticed that there debt was not decreasing. So thereafter they approached nedbank requesting of they would allow them to pay a settlement amount on the account and get the account paid off. Nedbank refused and said they need to pay the entire amount of the loan, which is the same amount as it was at the beginning of the loan from day 1. Nedbank is not willing to take into consideration that they are pensioners and are not able to afford to pay such a huge amount. Which is R10000.

Kindly can my parents get assistance or a response so this matter could thereafter get taken up to the banking ombud.