Misguided Standard Bank

I was gobsmacked when l received a call from a law firm representing Standard Bank.. l’m a responsible individual therefore l approached the bank when l got retrench with proof in hand! I Was told by staff that I would be covered by insurance. The dispute in question is that of my credit card.. Handing me over to lawyers is insensitive to my plight as this incur more debt.. Standard bank when did you correspond with me and more important how did you surmise l’m not worthy of a payment plan?