How does no one know which department can assist!!

I’ve been trying to sort a credit card payment arrangement since October last year, getting sent from pillar to post. I’ve been at Northgate branch for the past 2 hrs and getting the same issue. Been given 7 different numbers and being transferred from on back and forth between collections, debt review and legal. Each saying the other does it!!! I just want to make an arrangement so this can come off my credit profile