Pathetic services.

I have a game account for the past 4 years and I have an insurance with this company. I'm 65 years and have covid 19. I asked the company to take care of my needs due to i can't work anymore and I cant send them any source of forms due to my phone doesn't have an editor. They promised to call me back to sort this out. But it has been a month now now phone call. So I have no income coming in and they take me to collections after me explaining my situation and now have to pay double. How unprofessional is game. I've never missed a bill. And now I'm taken to collections.i need someone to call me from management asap. Or else I'm taking further action