Revolving credit payment arrangement cannot be made through any available means

I have an RC with FNB and have been trying to make payment arrangements with them for the past 2 months. Secure chat provided a number to phone, I called the number and as understanding as the consultant was, she did not have the authority to authorize a payment arrangement. She was able to make a note on the system, and she said hopefully I hear back from someone. Noone to email, or call, which leaves me with no options. Please help me