No costumer service in that bank

Hi, I told a loan in November 2018 at this bank today went, they put on a phone as usual wanted to make arrangements of paying them since im was in an accident at work,, the answer was no no your loan is new.. Is that how they treat their clients if they asking for help can't able to the full instalment in three months... Is that a crime, what must I do now **** myself! So disappointed