payment arrangement

I phoned direct axis Customer care and spoke to Thoko regarding wanting to make payment arrangement my account is up to date but I'm going through a financial crisis so I will not be able to service the debt going forward I wanted to make arrangement to reduce instalment for 3 months until I'm back on my feet financial but she continuously told me its not possible to make payment arrangement when my account is up to date so I told her does this mean I have to miss my instalment before I can make arrangements so she put me through to accounts department I spoke to Shane who was rude and annoyed by the fact that I’m calling for this issue.

I have been a customer for direct axis for a long time and i have been paying well it’s unfortunate to realize that now that I’m going through a financial difficulty the company is not even willing to assist me for 3 months . it’s not like I’m saying I don't want to pay at all I’m saying please allow me to reduce instalment then after that I will return to my original instalment and arrears.