unsolved service

I have been trying to phone and make n arrangement of arrears debt because my husband lost his job but nobody wants to assist me. They scream at me and drop the phone in my ear. And when they phone me for the money i let them know of the situation and i ask them what i can do. And they simply say... its not good enough you must just pay it. If i ask what i can do to cancel. They say u cant cancel you must pay...i have no problem in doing my beat to catch up the arrears but i still need to cancel or make arrangement at least till hubby is on his feet.