Loss of income

I have sent you guys an email a week ago stating that i still have loss of income but nobody bothered to call or to reply to my email. Last month the agent I spoke to Rory nicely said if you still experiencing loss of income pls don't hesitate to contact us but not even he had the decency to respond to my last email but if I don't make a payment this month low and behold your collections department will surely start harrassing me