internal inefficiencies

I called them on Friday, 13 March 2015 about postponing my instalment because of a change of jobs I was not getting paid. They told me I should email for such queries. I email on Monday , 16 March 2015 and there was a reply on the 17th. However there was silence from then on. I followed up on the 20th and got a response that it would take 48 hours to get a response and that would be after the installment run date. I called to follow up and they tell me that I was supposed to call on 7 days before the payment run date and that there is nothing that they can do and I had called in 7 days before.