Only one-way communication from MFC. Money or nothing

I had a financial problem and went under debt counselling in April 2016. My accounts have been paid via a debit order to my Debt Counsellors on the last day of every month. However, the debt counsellors normally make a collection attempt on my account even before I get paid, so that when my salary comes into my account, the debt review amount is taken immediately. I have not made any changes to my banking account or details and have not cancelled any debit orders.

I was first made aware by MFC that my account was in arrears on 2021-07-08 and the letter received indicated that I was being withdrawn from the debt review arrangement.

I tried calling the person, Ben van der Merwe, on the number provided ( ***) and was not able to get hold of him. I tried this a few times and was given his direct line, ***), which kept ringing and went unanswered a number of times. I tried the number ***again and explained my issue. I was then given the direct line for Ben's supervisor, ( ***) which is always busy whenever it's called.

I tried the website and contacted MFC by the "Get in touch" facility provided on the morning of 2021-07-09 and provided my input and requested some time to sort this mess out. The submission was successful and the confirmation message received at 10:59 of the same day said that I would be contacted within one working day. At 11:59 received an sms saying that my account was handed over for debt collection. I was not contacted as stated from then to date.

I have honoured my commitments without lapse even through personal difficulties and family tragedies and do not have ready access to cash to pay the arrear amount up front and then sort out the issue with the debt review people. All I asked for was a little time to figure out what happened and make things right. I feel that I was prejudiced in the manner by which MFC handled the matter and would appreciate some assistance and consideration in a way forward.

Please help as I have no other avenue of assistance and am a sole breadwinner for nuclear and extended family, suffering from severe endocrine medical ailments, awaiting approval for corrective invasive surgeries when safe and feasible to do so and still serving on the front lines everyday. This added frustration and stress does not help in any positive way.