Unprofessional Customer Consultant

Luleka Magwaza <***> Thu, Sep 5, 11:07 AM (4 days ago) to absa

Dear Consultant

Yesterday 04/09/2019 at 14:40, I called in the customer service centre and I spoke to Mr Lungile. The reason for my call was to check the procedure to follow if I can't afford to pay my instalment and need to make arrangement for less amount that I can afford monthly due to financial constraints. I was okay with my instalments until when the medical aid failed me for not settling the hospital bills in full.

His response left me with confusion and he couldn't explain to me. He said my account has to be in arrears in order to make payment arrangements. I told him that I cant afford to do that cause it will affect me and comes with more interest.

When I questioned him further about his response, he couldn't respond.

Can someone clarify this to me how possible is that?