50 percent loans repayments

I am so surprised by the way my problem is been handled by Chan Lee, I have asked for monthly loans reduction repayments and she/he does not seem to help because I have sent the letter to them explaining my situation and the expenditure form that was sent to me but no help. Even last year I asked my personal banker to help me with that as I am struggling but still there was no help until I app**** for payment holiday. The payment holiday expired last month so what I was asking was to atleast be allowed to pay 50 percent of all monthly loans repayments but this Chan Lee is playing hide and seek. My personal banker is in Sasolburg standard bank.