MFC - NO PROPER RESPONSE OR WILLINGNESS TO ASSIST!

Unfortunately this month I am going through some unforeseen troubles. I contact MFC asking them if I can please freeze my payment or if they cannot do that if they can please allow me to pay R1600 this month and R1600 across the next two months on top of my installment to cover my arrears for this month - June 2021. I get a reply saying they can’t freeze my account which I understand as the payment is loaded but no feedback on the second part of my email. I’m trying to make a plan here and still fulfill my debt but there is no willingness or bother to try and assist me.