FNB collection department not getting back to me

I have had financial problems and had difficulty paying back my card, but arrangements has been made and I never missed a payment. Most of the card has been paid off and I have been in contact with both the card and the collection departments to just clarify where I stand now. The arrangement was to place the credit facility over to the term facility giving me more time to pay with smaller amounts, but i have managed to just about clear the dept within less than a year, without missing a payment. I am currently living in Rwanda and can't phone South Africa to sort this out, in numerous mails I've send I've explained this, but still get half liner emails back or no mails at tall. with the last encounter I was told that the c/card facility would be closed as soon as it has been paid of, but this was never discussed with me and I don't want to close it, I never defaulted and can't understand why I should be penalised. I have been sending the same mail since 28Feb without feedback, I get a automatic replay saying the mail is acknowledged but never hear back. the ref no is ********** Q my cell no is + ********** 05134