Loyal client but due to unforseen I need an arrangement to be made

I have app**** for covid relief for my credit card and was told it was accepted. now I get continuous sms to pay my credit card. I called them today too inform them I will make and arrangement where I can only pay a certain amount the lady on call says they can't make an arrangement. Arrangement department will contact me. Absa I am willing to pay but can't afford full payment. I'm stressed out and asking for an arrangement I can't wait 5 days still for u guys too decide if my request is going to be approved. please I need a way forward please