Arrogance and Insolence of call centre agents

I've been making monthly payments of R 100, diligently for over a year. Since being out of employ since mid-June 2020, I have been able to continue payments until my last payment, to HTN Attorneys, in November 2020.

I have advised the firm and have tried to continue monthly payments but have not been successful. I repeatedly receive calls every month and yes, do understand and agree that this is an agent's job as debt collector. However, being at the mercy of an agent is something else!

This morning I reveived a call from Sibusiso and repeated the same as each month. Sibusiso then said to me: "you should just agree or not to making current and or future payments, as every month, you give the same excuse of being unemployed". I tried to explain that, should I commit to a payment by end April and not be able to meet the commitment, I would then be defaulting on my commitment and exacerbate the situation. This is obviously just common sense!

Sibusiso then asked: "how do you buy food"?

Really! He is not even aware of my living conditions and assumes that I would take priority over consuming food and ignoring my commitments!

I have facilitated NQF 2 as well as NQF 4 call centre training and nowhere in the training, is it indicated that an agent can ask and or say such questions and or statements.

I do not need HTN Attorneys' call centre agents' sympathy but the agents should have ettiquet and decency when interacting with a customer. Instead, they have customers at their mercy.