Game shame on you

I have paid my Game account in full every month, I have recently been put on fewer hours at work which means less salary and I send an email with document stating my financial problem and asking for a solution but recieve no answer back only phone calls at innapropriate times when I am working and no answer on my email. I even paid a smaller amount as I am not running away from my responsibility but now they have charged me double in this time. Im so dissapointed I would understand if I never pay my account but this is the first time I have to hold back and keep my head above water and they treat their customers like this.