payment extensions?!

I've spoken to 2 different agents on their chat and they said they could not help us. we've been customers for a few years with NO issues. we have a severe financial hardship at the moment and they said it doesn't qualify for any type of extension. i asked if perhaps there are other types that maybe we qualify for but that I'm just not aware of, and they told me they cannot give me that information. our cellphones are our lifeline to being able to find employment!

has anyone successfully navigated this situation??