A friend of mine is currently having a problem...

A friend of mine is currently having a problem with his credit card, its been years of paying the minimum balance however it seems like the outstanding balance did not reduced. He’s been coordinating with the bank and ask favor to combined the amount of the 2 credit card and make it installment with a fixed interest for me to avoid any other finance charges that the charged him but it seems like the bank is not willing to help. In this regard, what advise could you give in this situation? Thank you.