Poor customer service!!

In 2018 I lost my job I then notified the institution that I’m unable to pay and I would like to make arrangements on terminating the contract. I after a few weeks I received a call from another consultant who asked about the payment, I then explained the same that I lost my job. It took 3 calls and explaining to different until I was asked to proceed with canceling. I was then told I should just sent the termination contact which I sent and after then, I never received any communication or anything long story short they’ve put me on ITC , I’m now on areas !