Room for review. willingness to help

I have failed to meet my ZEP payment deadline due to circumstances that I truly cannot justify but do exist. However when I asked for help from VFS and presented my issue they have not been willing to assist. I have already app**** and got app reference number but they complicate the process such that one is so stuck and has no where to go. I have followed this process from when it started without fail. now that I have made a mistake and I am trying by all means to cooperate, is my effort throughout the years not considered at least? There is certainly a way to fix this I know but they just reluctantly ignore my plea and say "Theres nothing we can do".