Really sad

I have been a loyal client,paying my account for a while now, in January 2018 just before next debit order a terrible situation had befallen us at home I phoned Finchoice to take a payment break and got told I cannot as my debit order is being tracked so I can't take the break, but I must wait for account to be in arrears,given that I waited got called explained my situation agent was nothing but rude and unhelpful. I acknowledge I have to pay I just want to pay longer or be able to pay off the arrears into the Finchoice account. I get abused by the agents almost daily they very rude,extremely demanding and go out of their way to embarrass me as a client. Really in a bad space about this.