mr. price

because of the current situation that we as south africans are facing due to the pandemic ,we have all suffered financially this being said mr.price sends me an sms offering payment assist which i grabbed with open arms but when i phoned in to accept their offer i was put through from one consultant to another ,i sent two emails stating that i do need help ,no one got back to me. my first email was the 9th june 2020. I received my credit score and saw i was down rated because mr.price listed me as a default payer. now please tell me ,how can you offer someone assistance and at the same time list them with the credit bureau. i am very disappointed as i worked very hard to keep my credit record spotless