Horrible service

I have been on the phone all morning trying to get assistance with my personal loan. I have never missed a payment. I'm currently on maternity leave and need assistance with a payment relief due to me not receiving any benefits from my work. Iv been given the run between the collections and services department each telling me the other department needs to deal with Iv been in hold and transfered 5times and every agent doesn't want to help me. But I guess when I miss a payment they will call me immediately and **** up my credit score. If that's the case I will never make a payment again