Staff in the accounts heartless and do not assist

I feel bad for this review,but it needs to be expressed since the agents at Vox debtors are heartless and unreasonable. I was attacked at the ATM and forced to withdraw as much cash as my daily limit allows on the weekend of the 29 -30th of October 2021. I logged a ticket to request a payment arrangement for month end on November 2021 and was refused, i logged another ticket as i felt that surely that they will be understanding to allow me this payment arrangement and was refused again. I phoned in and spoke to an agent whom is working from home and sounded like she does not want to help, i explained to her what happened and i was simply told sorry we cannot do it. i then opted for the department manager to get in contact with me or even the GM of Vox by close of business today because i feel that they are a good ISP its just certain staff that damages the brand.No phone call received at all from anyone.