Clientele legal failed me

I loge a claim/query about a company that that I loaded them money some time last year around February 2014 I gave them everything they need from me. It taked them about 4months to send a letter of demand which I did gave them a full business address and contacts number of the owner of the company its a well know person. After that letter of demand which take them four months to send they did not do any follow up. I went to the office to ask for help around Sep and I was told how wrong I was to loan that company. Till today I have not got any help from them I have been with them for the pat four years I have not even skip any payment and now I'm about to loss my house and my children are not schooling cause I can not pay for their fees but I always pay for their service every month with I have never been got help from them.. And the funny thing about their ad's on TV you would say they have good services with their consumers but we are being fooled. The public should know about their services.