First go in arrears, then you can make arrangements?!

First go in arrears, then you can make an arrangement!? Since I came back from Vietnam a few weeks ago, I am trying to arrange with them relief or re-payment arrangement under these two conditions. 1. As an English Teacher, Schools closed in Vietnam after TET (Chinese New Year in Feb. and we could not give classes anymore (No income) 2. Using my last salary, I bought a ticket to fly back to South Africa, and we went into lockdown.

I have visited the branch and phoned Standard Bank, and they told me, I must first go in arrears with my payment before I can make an arrangement. I find that very absurd to say the least! I do not think this is legal.

Do I not have insurance for this? Is 'nt it like "Retrenchment"? How can I have relieve or re-payment arrangement?

I demand that they contact me, because nor their branches, nor their call agents know of good advise, especially given that we are now in lockdown and the promises they make in emails to me.