Advised to seek a Pardon???

Over the past few months I have received an email from Tenacity (unsure if they represent Ackermans as a collection agency or if Ackermans is rebranding) advising that my account is overdue and payment is required, bearing in mind that my financial status of being a single income household (spouse is unemployed for the past 9 months) has been discussed at great length with several people whom have contacted me on email. Failing which was advised by Shamila that a pardon would need to be sought by myself from Ackermans, once payment has been received the account to be forgiven and sent back to the store for purchase. What I fail to understand is how I could have angered an entity that I need to seek a pardon for the account being paid due to affordability or as one of the agents mentioned "my better lack of judgement". Maybe when an account is entered into with potential consumers you should have a field querying if any clairvoyance talents are acquired by the consumer they need to foresee unemployment, retrenchment in a financial year as to avoid the embarrassment of poor judgement when entering into an agreement with Ackermans or maybe this talent should be held with the staff, that way I as a client know not to entertain yourselves as I may or may not experience retrenchment and financial struggle for the better part of 2018.