FNB Credit Arrangements

I have multiple accounts with FNB ranging from home loan to credit card and due to financial difficulties, I have been trying for a week now to get hold of someone to assist me with making arrangements for my credit. I have also been told on multiple occasions that I need to miss a payment before I can make arrangements. I do not understand this concept, as I am trying to be proactive. I would also like to discuss reckless lending as I do not believe my affordability was assessed correctly. Please can I get someone to contact me urgently, as calling your call centre results in the call being cut off and a messaging saying you are understaffed due to measures beyond your control