Loan extension declined.

I have an existing loan with Sanlam and have never missed a payment , for the last 3 months my financial situation has declined , so i got hold of them today the 3rd of December to try and get a way to reduce my premium by perhaps extending my loan term or only other way to avoid missing payments. they un sadly refused to help me and told me to let the debit order bounce before they can help me. In my understanding as a borrower i need to contact my lender to work on something non payment of the premium i am disappointed