Utterly disgusted at nedbanks help and response

I emailed nedbank a few days ago to ask for a breather package for 3 months as my husbands company struggles in the new year and I have had to take on the personal payments myself. They requested certain documents, one of them being a motivational letter. I send these through and they reply that they have to decline it as it does not met there pre-approval requirements and that if we cannot honour our payments it will be handed to the the collections department who will \assist us further". I have never missed a payment in three years and instead of stopping paying there and then"