Assistance offered not to my satisfaction

i have recently contacted the bank regarding financial issues that i have. the call center agent took my details and informed me that i will get a call soon from the department that deals with payment arrangements. i received an email and i was requested to complete my income and expenditure and attach all required documents which i did. on the form i indicated that i would like to make an arrangement with the bank to either decrease my monthly repayments for a month or two since i am experiencing a problem. it is almost two years and i have never skipped a payment and i was trying to avoid being in arrears should i have fail to pay. the gentlemen who phoned me was not helpful. he dismissed me dismally and told me that i cant afford the car i should downgrade. he was not even willing to listen to me at any point. he told me that they cant decrease my monthly installment because i am already on a 72 months residual plan, fair enough i understood. Now, another option which i wanted to discuss with him that i saw on the form is, one can take a break for a certain period from paying and then repay the money back monthly from the month of their choice or pay back the arrears as a once off payment at a month of your choice, and this is option that i wanted to take. i am getting my bonus in February 2018 and i was hoping to pay the arrears then, He told me that "you dont have money, what are you going to pay it back with?"..