Feedback on payment arrangement

I made a payment arrangement for the month of April on 11/04/2019 and it was 2 weeks before my debit order date which is on the 26th. To date I haven't received any feedback even though I received acknowledgement of receipt stating that I will be contacted between 24 to 48 hours. I then followed up via email on 21/04/2019 and got the same acknowledgement. I then called the contact centre and the lady I spoke to made it sound like I only sent through my request on the 21st. I really needed the payment arrangement to be approved for this month because I experienced unforseen events that hit me hard financially.