No reply on email now handed over

In December I app**** for a loan, which was approved. I paid the first installment end of Feb. I currently have no income as I work for a non-essential service business. I sent a mail to the email address that approved my loan confirming that I cannot pay back the amount for March, April and May right now. No one responded to my mail. Now I receive a message (the first ever) to say that I have been handed over to collections. Can someone please contact me via email so I can make arrangements? I tried to make arrangements but NO one rep**** to my mail.