Lockdown payment arrangement chaos

Lockdown payment arrangement confusion. Due to lockdown I am experiencing some financial difficulty and could not pay my Telkom bill due on the 15th of May. I then received my next bill due on the 15th of June. I called the call centre to try to arrange a payment plan so that I could make payment towards my amount due and try to avoid any adverse credit listing. I was told last week when I made the first call that I had to pay the arrears amount before I could contact them to make payment arrangements on my current amount. I did this payment despite the financial difficulty I am in and called them back a day later. I was told on the second call that the payment had not reflected as yet and once that payment had reflected then I could make payment arrangements. I decided to wait a few more days and today I called the call centre again...again after waiting close to half an hour...this time I was told by the agent that I needed to be in arrears with my account before a payment arrangement could be made......what confusion and utter chaos....told one thing one week ans the exact opposite thing the next week. I am not trying to hide from Telkom neither am I trying to get out of paying my bill. However I would like a payment arrangement made so that I can make affordable payments for the next few months while we battle with the financial effects of lockdown. So now I am not paying Telkom....I have to wait to be in arrears....to make my credit score decrease before they decide to help me....really outrageous!!!!!