Payment arrangement

The worst service I have ever experienced from call centre agents. I am trying to get assistance in paying off my loans with DirectAxis and Sanlam loans and I am told my account must be in arrears first for me to get assistance. While I pay off my loans well and have been for years now, I am struggling and I am not managing in paying them and then have no access to money in my account. For hours now, I have been calling and I am being transferred from 1 call agent to another. If I could, I would just pay off what I owe and never have to deal with such customer service. As long as they get their money each month, all is okay. For someone who has NEVER skipped a payment, I really expect better service than what I am getting.