Arrangement to reduce installment and extend the term.

I have an account with Fonechoice this has been going on almost 2 years now. I stopped working in December 2018 I am currently relying on a small monthly annuity. I send Fonechoice an email today asking them to reduce my installment and extend the repayment term. They rep**** saying I should contact thier customer care. I did that and spoke to a lady by the name of Live she advised that they do not do that at Fonechoice. I explained to her that I am no longer working and relying on a small pension I get monthly hence my request. She said no they do not do that. She further advised that if I skip payments they will hand me over to collections where I will have to make an arrangement. I dont understand this because I was proactive and making this request now before I fall into arrears. This account is supposed to finishe sometime in 2020 I have already paid a lot why cant they extend the term and lower my installment? Arrangements are made all the time what is the problem.? Ihave made the same arrangement with other creditors and they accepted what is the issue with Fonechoice.