MFC Poor Payment Promises.

I've never had such disappointing service from MFC they claim to have products, but can't help people, I app**** for this payment arrangement that they claim they have, my account has never been in arrears or skipped a payment, now that I called them to explain to them have financial problems and will need them to move 3 months installments to my last payment as per their website, because that is their product to help their customers that are in financial need,now I've app**** and they keep telling me that my reason for this application does not fall under their payment agreement criteria***** what is the criteria then, should I lie and say I'm sick or what? because I told them what my problem is would a person just apply for a payment break if he didn't need it, that sucks don't offer products that you can't give people we are writing motivational letters but then they just use a template to say no. Bad poor service wish I was not with them.