CONSOLIDATION OF ACCOUNTS

I have been a standard bank customer for more than 20years in good standing. I have never asked them to consolidate my account for me & has been a paying very well. We Covid-19 hit me , I asked them to consolidate my account so that , it will be manageable for me to pay without any stress. When I app**** for my account to be consolidated, they denied with a reason they gave as affordable. Now , I struggle to pay a monthly account of not less than R20,000. The consolidation will allow me to pay about 60% or so of what I'm struggling to pay. Is the Consolidation product not for people struggle to pay & it comes to reduce their burden. Standard bank need to explain if that product is for rich people or for friends & family. How does affordability comes in here , especially when the customer is paying but felt affect & want reduction.