Disheartening inconsistency

I app**** for a reduction on my bond repayment due to unforeseen financial setbacks which include a terrible dampness erupting in my property and a stove hob set which suddenly stop functioning and a wiring problem which has just recently emerged. Andre Van Straaten from credit assist confirmed by email I could not be helped due to my closing bond balance being bigger than the original bond amount. The confusion in this is that I was assisted over a year ago with the above reason being the case. I would like to ask to have my query looked into t as there is an obvious and disheartnening inconsistency. Please reply via email, thanks