BAD SERVICE

I have a an account at Russell Furniture Store in Secunda so due to the Covid-19 I was laid off at work. In which I sent numerous letters conveying this message. But the letters I sent them were not good enough for them. So they called me that I should Restructure my account and pay half of the amount or else I'll have a bad credit name. In which I agreed and I told them in the e-mail that I will send them the letter that they specifically want when my HR Department has sent it to me. So that the insurance can pay. But now I'm sending them the letter they telling me that the insurance won't pay because I have a re-structure so they will debit their money. But I'm like I did say that I'm not getting and the letter clearly state that "NO WORK NO PAY" but they failing to understand that. What should I do please advise.