Poor service

Im currently unemployed since last year. I've been making means to make payments since then, my financial situation has deteriorate and I havent been able to make payments since last month I called Sera to make payment arrangements she says there wont be another arrangement made on my behalf,what kind of organization doesnt understand the meaning of unemployed ?am I supposed to kill myself so you understand I cant pay. I'm even calling to show I will honour my dept shes dismissive and telling me the account will go to legal and hangs up. What kind of organization doesn't understand unemployed, why are you so inhuman. I've been paying with no issues for the past two years