Lives matters

It been now months I been trying to sort out my home loan account I been with their debt department who gave us a payment Holiday only to find out it was an arrangement was made without us made confirmed or expect offer. Another dilemma was we app**** for the credit insurance because my husband was temporarily disabled without any income. I got sms that the account is been handed over to debt collectors I have emailed and contacted the company to no avail I have emailed this company numerous time uptil today no one has contacted me back to make arrangements to pay off the arrears how can companies play with people lives as if we are not important as so many lives were affected