Capitec just wants to keep you in debt

I gave Capitec a call to make arrangement of a payment that I'm currently struggling to pay. Before they rudely cut me off twice they said they can't help me, so I asked them is it ok then if they dont recieve payment for a couple of months till i can commence payment again they said they not saying that. So i wanted to know Capitec if a client comes to you saying they can't afford a certain instalment but can afford this much you just cut off calls instead of trying to see what you can do