Poor service for BMW finance

I took out finance on a vehicle with BMW finances. I lost my income and ended up with 40k arrears on my debt. I have tried to negotiate with them to pick up the arrears. Their deal is impossible for me to fulfil. It would entail me paying 14k per month on the arrears as well as instalment and insurance. This will push the monthly over 22k. Again I am not running away from my obligations but just need a better deal as I have many places to pick up the arrears of the stage when I was unemployed BMW finance will not let me talk to a manager and just tells me they work from home and cannot take phone calls. I want to make a deal that I can afford. If the vehicle gets repossessed I will not be able to keep my income going as I need the vehicle to get to work and back. The vehicle will sell for less than I owe and I will sequestrate and they will loose out on more money. Why can I not talk to a manager to discuss or negotiate an arrangement which is manageable. Does BMW finance really not give a damn about long term clients and just care about Short term income. Poorest service I ever had from a finance house regarding this issue.