Unfair Treatment

My mom has been financing her vehicles with Toyota Financial Services for over 10 years. She is now due for her balloon payment on her current vehicle. She was offered a few options to choose from but all of a sudden these were withdrawn and she is now only left with the refinance option. My mother is retired and the refinance option might prove to be much more expensive for her while the "term extension" which was offered and withdrawn may have been much more beneficial to her. Please help!