Being loyal for years only to get **** service

I requested a payment arrangement call back because I'm on maternity leave and I won't be getting paid for June and July and I was told that even if I do the arrangement my account will be on arrears honestly I don't understand how this works because my account is up to date and I haven't missed even a single payment I am not happy because I really need the assistance and for my account not to be in arrears if I knew this would happen in my desperate time of need I wouldn't have taken finance with wesbank