I need help ASAP!

I called beginning of September for a special arrangement on my loan. I sent an email to the special arrangement department in communication with a lady I won't name. I never got a response on my last email. Kept on calling finally an agent told me I could pay R100 on a R2900 monthly installment. Did not make sense to I called again. They telling me they don't have a record of my communication. They record our calls time. I did not pay last month and I haven't payed this month. I called in today, they asking me to send an email. Which they will respond to after a couple of days. But I receive calls from them every single day as if im running away from paying and I will keep giving them same respond. In the meantime they will blacklist me. I am black.