Sterns shocking Customer service

Sterns is not sympathizing with the dilemma I am in due to covid and which so many find themselves in.I cannot earn an income being selfemployed. I have explained this to 3 consultants each of them not typing in what I have told them. They have charge me R60 for 3 calls and R40 intrest. So the R100 that I paid last month is not coming off my account. NO understanding and NO empathy even thought I requested that a manager call me back. I cannot commitment to a payment, but will continue to pay what I can,this is what I keep explain to them.Shocking service.