No help when you need them ,but never skipped a payment not once. DISAPPOINTED

I called MFC and asked to make a payment arrangement , not happy at all with what response I got, I explained to the lady that my ex husband passed away and has provided me with financial assistance and I am battling to make the full payment.I asked if I can freeze my account or whatever option they have,the lady called me back being all stroppy and said that they cant assist me because it is my ex that passed on and also my car has a balloon payment on it, only option is I must sell my car,I cant believe that being a client for a number of years ,never skipped a payment now there is no help or assistance with payment arrangement.Very Disappointed. I just feel does not matter what my reasons are for not being able to make payment ,they should be able to assist a loyal client.