Customer Care and personal request

I see there are considerable negative reviews about their customer service, I have also experienced it now. I've had loans from this organisation before without any issues. This time not so. They do not respond to email requests; phoning them is a nightmare. So I stopped the stop order. Then they reacted. I was told that my request for a review of the monthly repayment is not allowed because it's company policy. That's it, take it or leave it; completely rigid and narrow-minded. A policy/procedure should be reviewed and customer requests should be taken into consideration. Their agents and team leaders should have better customer care s****s. I understand their frustration as well, but each business has it's challenges, if one takes on a job, one needs to be trained and prepared for such challenges.