Pathetic Client Service

I have been with contact with RCS regarding my account since April by both phone calls and emails. I called and explained that i lost i lost income due to Covid. i was told to do an affidavit and submit a claim for CIP. I did in early May. Till to date i still have not received response. Two weeks after i have submitted my claim i received an sms to say my CIP policy has lapsed. I called RCS debt collectors and requested a payment arrangement. I was told to pay a full month installment before they can set up an arrangement. I told them i wont afford and i was told there is nothing they can do they will wait until its time to hand it over. I paid half of my installment, i called again to plead for a repayment plan, again i was told there is nothing they can do. They don't do payment arrangements if the account is in arrears i must first bring it up to date, even after i told them that i cant afford.. Today i receive an sms to say that the account has been handed over. I feel i was not treated fairly..i did request for an a payment arrangement several times and they failed to assist me. None of the agents had suggested that i should submit a claim for CIP even though all of them asked if i lost income i said Yes. I need a response as i will be taking this matter to the banks Ombud