Not very Helpful !!

I have a vehicle with planet42 with the death of my biological father on the 30/06. I was unable to make the arrangement that I had with them. I received numerous calls and emails however I could not answer or respond in time due to the funeral arrangements. I was told to return my vehicle as soon as possible which broke me. I’m not sure if you are the person that is dealing with my file or are there numerous people that deal with a lot of clients daily. The reason for me asking is because I had called in on Monday last week, I explained my situation to the person that I spoke to, I can’t remember their name, they placed me on hold for 20 min, mind you this is the day after my dad died, I am more than willing to send you a copy of his death certificate, I then called back, spoke to the person listed on the mail below, she asked for my details. Was very cold towards me, I explained to her that I am waiting for my dads funds to be made available then I will be able to make the payment towards my vehicle, she says that I will have to pay the full amount otherwise my vehicle will be taken away and I will not be called anymore and that is that. I understand that there are processes and procedures that need to be followed and you have given me enough time to bring my arrears down. My query is, why are some of the agents so rude and unremorsefull towards a loyal client for the past year. I know that the outstanding amount is high and i was just hoping for a little more sympathy and grace.