Poor treatment from MFC!!!

I app**** for debt assistance for April and May 2020, MFC helped me for those 2 months. after for June i app**** for another month as our salary was cut by 20% and was impossible to make the payment for June and so i app**** for the month of June and i received a letter with a refference number, to my understanding my request was submitted. By the end of June they made the deduction on my bank account i called them back and explained that i app**** online for another month as my salary was cut by 20% so they said its fine to my understanding all was sorted. Later 2020-07-15 this lady Tladi Keneiloe called and spoke to me in a very rude manner she demand that i pay my account, i informed her that i have a refference number and prove to her that i app**** for debt assistance she didnt want to hear my side of the story as she kept cutting me off while i spoke she did not want to give me an opportunity to speak i asked her what her problem was as she is very rude, she then a view moments after our call she handed me over to Charis Enterprise and i will be liable for a collection fee of 10% of R509.00. She basically handed me over for an account that was 15 days behind she did not give me an opportunity to make arrangements, she did not give me an opportunity to gather all the outstanding documentation as per request she just handed me over. She communicates with me via email as i forwared her some of the documents she asked for as im still waiting for the rest she cc some women named Ruby Graaf none of those 2 women came back to me as i have send some of the documentation, only after i asked Ruby rep**** with 'will be in contact with me" after they already handed me over for an acoount 15 days in arrears!!!!!!!!!!!!!!!!!!!!