Makes no sense

I am a bit worried, I have a bond that I personally asked for the term to be reduced and that was done and I was told should there be a need in future to want to move it back to the original term, I just need to give them a call. I called this morning cause you have just approved my other new bond and I now need to free up some cash, I am told to email that request through and the info I am getting is that now I have to apply for the extension and even send supporting docs, why was I not told this when I reduced the term, even worse, I am paying a fix amount by over r2500 extra every month.