Poor service loans and credit life.

I cannot apply for Credit Life on my accounts with ABSA because I have claimed already due to lockdown and loss of income even though I have received SMS's in December stating that i can claim and now when I phone to make payment arrangements as I cannot pay at the end fof the month due to being unemployed I am told that I have to phone again once the debit order has bounced. People don't have money for all of the calls when there is no income coming in. I am trying to be proactive and get things arranged but can't do that either because to date my accounts are all up to date. Seriously this is just ridiculous.