no customer service

So I'm am currently on maternity leave and due to that this month won't be getting my full salary and uif is still not finalized ,I wanted to be a good consumer by letting my bank know of this on time and make a payment arrangement firstly I was told that I couldn't make an arrangement because my loan account is up to fate if that makes sense to them,I don't understand why my account has to be in arrears for me to get an arrangement either way last week Friday I went to alberton branch and emailed the document they requested from my employer to prove that I won't be getting a full salary and was told to expect a call from collections and that hasn't happened and today went to Germiston to sort out the issue and was still given a run around again meantime my debit order is scheduled for 23 each month and still no help at all.does this mean that I have to be a bad paying customer in order for me to get help ??