Negotiations not possible cause the system says so.

Both my wife and I are in the events industry, due to COVID ours is one of the few industries that are still not working. I have vehicle finance with this company. I sent an e mail beginning of March to *** telling my story providing bank statements and asking for a meeting to discuss a way forward, as i have a family member willing to assist with a monthly fixed amount. I got an automated reply. After no response, two weeks later I sent snapshots of this automatic reply again with attached documents and asking for someone to contact me. No response ... This week end of April I called in and was met by a lady who was not prepared to listen and was utterly rude and got no result. In an a second attempt later on in the day I again called this time having a pleasant experience with a helpful attitude who promised to escalate it to his "Team Leader" . I never heard from that team leader as promised. The next morning I received a call from a lady in collections, I again explained my story and was told no the file is handed over for collections. Later the same day i got a call from the collections giving me two days to sort it out or they coming to collect the car. I asked if we could settle the outstanding instalments amount and then enter negotiated future payments. I was told by the man in collections that is not how it works and that "they" would not negotiate. I have now paid the outstanding amount, but can not find someone to talk to. I would think in these tough times it is in their interest to renegotiate, after all, they end up making more money and we have the use of the car, But it seems not.