Unfair Handing Over

I have a lone of ±86k with this bank, I have been paying them fairly till the account was on ±33k Due to lock-down and the household food consumption things went sour, I tried calling them with no luck as I could not go to their branches fear of my life (COVID-19). They finally started to communicate with me via SMSs and the number to call, which was not working. I later (level 3) went to their branches to make arrangement, but all referred me back to the Call Centre. In their second last (2 June 2020) message they gave me 3 months to settle the arrears which was fine, out of the blue they send me a new massage stating 3 days to be handed over. I called them today after visiting the branch again yesterday, they inform me the account is handed over to attorneys without any phone call from them, and they can't give me the attorney's numbers, only the branch can do that.