Appalling Customer Service

I am aggrieved by the poor level of service I have received from Virgin Money. I had initially arranged that I would settle 100% of what I owed with Virgin Money every month, until I encountered a family emergency in December 2014. I defaulted on a payment, since that time, I have on numerous occasions contacted their service centre trying to arrange that I be moved to the lowest amount that is payable to keep up to date. I have been sent from pillar to post to arrange this, but to no avail, to an extent that a consultant said that it was impossible to change payment methods! Siting the financial strain I have been under since December, I was paying R1000 towards my Credit Card but I was hounded the next day being told I still needed to pay the outstanding amount when I couldn't. I stopped paying because I was in distress and felt I had no way out until a consultant phoned and explained I could send a list of my financial commitments and make a payment. I paid R5000 and then on August 5 I faxed through my list of expenses. Two days later I was called by lawyers telling me I had been handed over. I feel this is extremely unfair, who will pay for those legal fees? I am being bul****