Lost income due to lockdown - BMW does not care - even though I approached them first

BMW Customer service failed me when the lockdown started, submitted all documents requested to get some assistance regarding lost of salary, I am sitting for the last three months thinking all is good, boom collection department want my car, no interest in assisting me make arrangements, after being loyal to BMW for years, had 5 BMW car accounts, I always thought when you approach your creditors for help you show responsibility, I will not take their option to surrender my cars, sorry. Nedbank is so understanding with the situation but BMW something is wrong there, unless this is your scheme to make money.