Can't make payment arrangement

Seems that at ABSA your account need to be in arrears before you can make a payment arrangement. I would have thought that they would appreciate that I phoned 10 days before my vehicle payment is due to make an arrangement, because I know I won't be able to afford my installment this month. I first phoned ***and chose option 4, which is \Accounts in Arrears and payment arrangements"and they could not assist in any way"