Refusal of Payment Arrangement

I have been a Direct Axis customer for years and have never experienced such appalling service from them. I contacted the FSP on 2 occasions trying to make payment arrangements with them and they completely refused. I was told that my account had to be in arrears in order for them to make the arrangements. I am out of words and never expected such from a registered services provider. I can barely make ends meet as it is due to circumstances beyond my control and I am ridiculed by their service.