Absa credit card a disaster

Absa disappoints again. What a disaster. The client tries to make payment arrangements as financial situations got worse during covid and I requested them to send me our agreements on email for a credit card and still nothing. The credit card division is a nightmare. I called and explained that I want to keep my card, make an arrangement for outstanding balance as my situation will change in the coming months amd yet they refuse to bulge. The credit division, including the person handling the cases are unprofessional, not worth their assistance and highly insensitive. This is coming from a Private Banking client for years. Credit card division should be more helpful and stop treating clients like *********.