Quick to ask for money, extremely slow when it comes to service

Your service is disgraceful. My account is in arrears because I was unemployed for 7 months and only started working a while ago. While I was unemployed I managed to still make payments as best I could. I do pay for account insurance every single month, and have enquired as to why my account cover does not apply when I'm unemployed. I keep telling you people not to phone me during office hours because I can't take calls at work. I've sent emails, but got no response. Then I tried to phone your call center to try and make arrangements once again, but now they told me that my ID number does not exist on the database. Do you mean to tell me that you want to sue me for arrear payments but you don't even have my ID number on the system??? Why have I been paying insurance for 2+ years if it doesn't mean anything when you need it? And not once did you take lockdown, or the fact that most households were without income, into consideration. You just keep threatening to take action. If you look at my history, you will see that for the time I've had the account, I always paid more than my monthly installment, never late, never too little...but now that I can't do that anymore, and have tried to explain that 1000 times, you refuse to help and keep telling me you're going to take action. No wonder the whole Edcon group is falling apart, it's because you don't value your customers. Disgraceful.