Absa is confusing us and not willing to assist

I have requested to do an arrangement for the payment of my home loan due to SARS issues, I was informed that they can't do the arrangement before the debit date, I have to wait for the debit date and after the debit went through then I can request an arrangement, why so because I have to request an arrangement before the debit date, so now you want me to have more charges because of the insufficient amount.

Absa sent me a communique, I quote " Absa: Dear customer, this is a quick reminder that you have a payment of R10506.54 coming up on 2025-07-27 for your Absa Home Loan account ending 6970 If you are worried about making this payment we are here to support you. Call us now on *** and one of our financial support agents will help you make a plan. Auth FSP/NCRCP" end quote.

So this to me say that I have to request an arrangement before the debit date