No reply re Covid19 arrangement request

A week before Covid19-lockdown i contacted Capitec to make arrangements. I was advised to phone back a week later. I did again phone an i was told Capitec does not have plans in pmace yet but i can phone the collections dept to make arrangements. I did so and i sent through my and my husbands covid letters to get the necessary arrangements in place. I resent it again. Phone again. NO JOY! The excuse... SKELETON STAFF AND THE WORK IS TOO MUCH THE WILL GET BACK TO ME. Tonight i get a sms that they did not receive my pmt. My insurance not paid. I DID NOT GET MONEY. I TRIED TO CLAIM AND TO MAKE AN ARRANGEMENT AS LONG AS FOUR WEEKS AGO. WHO IS GOING TO FIX MY CREDIT RECORD?????..?. PATHETIC CLIENT SERVICE