Mis information, frustrated.

So last year I requested my installment to be reduced for a period of 3 months due to financial constraints. Mind you when my installment was reduced I was never informed that my account will fall into arrears, had I known I wouldn't have reduced my installment. Now I'm being told that my account is in arrears by R2166 of which I do not understand why because I have never disputed nor skipped any payment not even once,and now these people are messing up with my Credit score. I called the call Centre and I spoke to one of the agents who refused to let me speak to her supervisor. I then called again and was assisted by Qhamani