Trying th manage Finances pro-actively is not encouraged

I contacted Direct Axis to make payment arrangements with them regarding my personal loan. My account is currently in current but due to a change in circumstances I am not sure if I will be able to pay the full amount of my loan thus my call to make a pro active arrangement. I was informed that no arrangements would be made pro-actively I would have to default on my account first and then someone would call me to make arrangements. How is this even acceptable when you are trying to manage your finances and take accountability for what may occur to prevent it from happening. I now have to suffer a default so that an entire department can exist to now phone me and now collect when I have made every effort to make them aware up front. I now understand why people default as accountability is not taken into consideration. Completely ridiculous and discouraging!!!!