Disgusted

I Have had a Mr price account since 2011. Spent lots of money and good payer up until my recebt retrenchment in March 2018. I advised them immediately of this as well as requested claim forms for my balance protection plan i paid for every month. Then i get a call from a agent who advised me he cant help me. Then i email again for the claim forms and speak to an agent who advised me of the process and will send the forms. Nothing! So i then keep paying a monthly fee i can afford of 200rand as unemployed. My account being on total of R 1400 at the time. Every month i speak to an agent on an payment arrangement. Then two months later i get my statement and see my financial services have been cancelled and all services suspended. Conveniently after me wanting to claim. I then send email with no reply. Week later another email and no reply. I then get a letter from their collections department of me being handed over. Why make payment arrangements and then still get handed over to lawyers. I email that company and no reply. Few weeks later get sms of veen handed over. Email the company and no reply. Yet i still keep paying the 200 rand that i can afford for now. Today i get a call from the debt lawyers and i explain the entire story to the agent. Or said nothing on the phone but i hear you. Nothing about payment arrangements. Nothing to try assist me! Then get email few minutes later to say i have been handed over and will be charged lawyers fees etc. My question is. WHY MAKE PAYMENT ARRANGEMENTS WITH MR PRICE TO BE HANDED OVER. this is how they treat loyal customers who hit a rocky road yet are still making a payment. ITS NOT LIKE I AM PAYING NOTHING AT ALL!! i am disgusted since march mr price hasnt been helpful at all and no responses to my email. I regret ever opening account if this is how im treated. Atleast the people i deal with regarding my other accounts gets back to me and assists me. I would understand if i ignored calls or didnt pay or didnt stick to payment arrangements i make telephonically. But to still hand me over is absolutely shocking