No assistance received from collection dpt

On 7 Dec I called MFC head office to inform them I was dismissed from work on the 4th and I would like to make arrangements until I receive my prov fund. Unathi phoned me back the nxt day to inform me this is not possible, I should first fall in arrears then only can they assist. This does not make sense at all, should I damage my credit record first before they assist me, while I hav this problem now. MFC is the only institution that is saying this from all my service providers. Please give me feedback as to why can't I make an arrangement now. I will not hav funds month end to pay. For a financial institution to say this is UNACCEPTABLE.