Bad service -No statements in over 2years, now account handed over

I have a loan with Sanlam loans underwritten by direct axis, I went under debt review in 2018, 2020 during Covid I was on unpaid maternity which the relevant documents were sent to them requesting a grace period. They never advised me or my debt counselor that they are rejecting it and instead some debt collectors are calling me and advising I'm owing double the amount and I must just acknowledge it. I have never received a statement in over 2 years from sanlam/directaxis and my e-mails to them just falls on dead ears. I'm not running away, I just want a proper statement giving a breakdown of the instalments, arrears and actual balance so I can arrange a payment plan. Your debt collection company is also failing to provide such