Rude service from Ali, a call centre agent

I have a loan with Capitec, unfortunately I have been retrenched therefore unable to service the loan repayments fully. I have app**** for credit life insurance payout but still waiting for final outcome which I was told is 60 days from the 7th December. I called the collections department to make payment arrangements. I spoke to Thami who said they can put my account on hold for the month of January in the meantime. Unfortunately we got cut off while still making the arrangement and I had to call back. On calling back I spoke to an Ali who was extremely rude, basically told me he doesn't care that I got rentrenched but I have to make the payments and Thami was speaking nonsense, they can't put an account on hold.