HOW DO I GET SERVICE??????????

I wrote a letter asking for a payment holiday on my account. The response I got was that I didn't take the option when I signed my contract in 2012 and I was given a number to call and make a payment arrangement. I have exhausted my airtime calling that number and am getting the run-around from the idiots that answer. NONE of them gave me any assistance so am @ an utter loss. They tell me am not in collections which I KNOW amd the whole point is that am trying to AVOID going into collections.

Here I was trying to be proactive and set up an arrangement as I lost my job in December 2018 and have a new job starting 1 July 2019 but I can't make June installment payment. Yet NO one is prepared to assist me after ALL my years of being a good client and never missing a payment.

I DON'T want to go into collections!!!!!!

Honestly what am I supposed to do???????