No call ethics

I just off the phone with Nicolas, I called mfc due to being in arrears and I wanted to discuss my options. The agent couldn't care less, he just ask verification questions and told me I'm owing, so reminded him that I called because I know I'm owing he doesn't need to tell me. I stared the reason for my call and that to add amount in arrears to my monthly term, however for now pay my installments monthly, as I'm unable to afford a payment plan.