What are my options?

Good day, I emailed your support center to advise them that I won’t be able to make my January payment and if I can make an arrangement before the debit goes off. I received a response to saying that wasn’t possible and gave me the reason that my car is on the maximum term and I should contact the collections department. I contacted the collects department to advise them who intern advised me that your account must be in arrears before you can make an arrangement. Is this true? I thought by contacting the provider before and making an arrangement is obviously the best option. I advised the collections department that I won’t be able to make 1 payment and I can pay the arrears over 3 month which can be added to my instalment from Feb onwards.

What are my options?