Absa Home Loans - how about being proactive and not reactive!

Dear Absa Home loans. How is it that when a client is trying to be proactive, you are not prepared to assist. You would rather allow them to go into arrears and then be reactive. We have foreseen a financial issue this month with our bond payment and are trying to make an arrangement with you to avoid going into arrears and then having to deal with it. Yet you are not prepared to assist. Is it standard practice to ignore clients that foresee a problem and try and resolve it upfront? Why let it become an issue and then only deal with it. Something very wrong with this picture. Rather let someones credit rating get messed up first.