DirectAxis Payment Arrangement

I have a loan with DirectAxis and have been making payments each and every month without any issue. I am now unemployed and would like to make arrangements to pay at least a portion of my monthly installment but I've been struggling to get through to them. When I call the call centre, I have to wait forever for a consultant to answer and when they finally do, I get transferred to their accounts department where nobody ever answers the phone! I've emailed them and requested them to call me back but a week later, still no call. It's funny how quickly they can call you to offer you a loan but when you need their assistance, they aren't available! As someone who is trying to ensure that DirectAxis still gets paid and prevent myself from going into arrears, I find the service levels from DirectAxis absolutely pathetic!