Respossesion of our car - unfair treatment

We app**** for the payment break as my husband’s company deals with conferences, after the months my husband sent an email requesting an extension but no one responded to our surprise we hit a call that they are repossessing the car, we then had to get a loan to pay R37000 and went to the head office to try and make arrangements but were told that the person dealing with our account will call us it’s over a month an no one had called when you call their call center you are taken from Cape to cairo, we thought the right procedure is to speak to a banker I order to make arrangements even re finance instead of loosing the car. We are being treated unfairly and I don’t think we would have gotten the same treatment from Standard bank or Absa.