Credit Conduct Placement for Credit Card

I am highly disappointed in Absa Bank. I have a credit card with them and last year (2024) around June i experienced a huge financial set back and noticed that i won't be able to pay full expected monthly installment going forward, as a result i reached out to them on the 31st of July 2024 explaining my situation and asked them to assist me with payment arrangement so that i can avoid missing payment or not paying at all which can lead to me being blacklisted. They did acknowledge my email and provided me with a reference/case number saying that they will respond to me within the next 14 working days and they never did. After the time period they said they will respond me passed, i reached out with calls and emails as follow ups with no luck until this year June where i made a follow up again and this time a lady heard my story and escalated the matter and eventually i was responded to and arrangement was made. Keep in mind that all those time i have never skipped payment, i have been paying but not the full amount (due to my difficulties), i was paying 80% of it which is what i could afford. My biggest concern now is that the bank placed my profile under credit conduct with works hugely against me on a matter that could have been avoided if they had taken me serious and responded to my communications. Me reaching out to them in the first placed was to avoid the exact situation i find my self in at the moment. I am suffering the consequences of Absa failing engage with its clients. Banks always tells its clients to reach out to them when experiencing financial difficulties but when we do they ignore us and places us of credit conducts, messing up our lives further. What Absa did to me is very painful because now i cannot do anything because they decided to place my profile under credit conduct. Again i tried calling to understand why am i placed on credit conduct on something they created and all i got was a very rude lady on call with no desire to assist at all hence i resorted to explain my challenge in this platform.