No payment arrangement can be made on my loan!

I have been a client of Capitec for years now! I have had many loans from them for which I am thankful. Now that I need their help on a payment arrangement they say I can not as my last loan is too new. They don't bother checking my history and see that I have always paid them. I advised them there will be no fees available this month and they now charge arrears fees! What should one do? You make the effort to contact them to make an arrangement and they refuse to help.