Zero customer service

I have been with Rain for almost a year now and with the issues of that work I still remained loyal client or customer but yesterday was the 25th and usually my debit order runs on the 25th it says you were given three options of payment to partial pay or settle in full .called but none of those options are available.I’m only expected to make a full payment when I have called and communicated that I will only be making payment on the first of September because of financial reasons the lady at the call center says me calling to make an arrangement does it mean I’m going to be reconnected. so what is the point of me calling to make a partial payment and settle . if I’m not reconnected I’m just disappointed