Awful service

I experienced some financial difficulties earlier this year and informed Absa. I, however, continued to make payments to my credit card even though I could not pay the full monthly installments. My account then moved into arrears due to the interest that accumulated as well as the monthly installments that I couldn't pay in full. When the collections department contacted me, I explained my situation. I was told to contact the card arrangements department via email which I did on 04 and 11 September 2024. I even spoke to a consultant who said she would flag the details for the card arrangement team. I then followed up with a call today and still haven't received assistance. I was just told that because my account has been in arrears for more than 6 months it will be handed over to legal. I have been a customer of Absa for many years, I pay high banking fees and have held other products with them. I also have a vehicle finance which has been always paid on time. I also used to pay my credit card in full - I believe that Absa has not handled my situation fairly given the reasons provided. I think that as a responsible and forthcoming customer, they should have assisted me with an arrangement before my account was being considered to be handed over to legal. I did not at any point skip payments, but I paid the little that I could and that should have counted for something. I'm extremely disappointed by the lack of assistance which had resulted in them forcing me to be handed over to legal