Disappointing customer service

My name is Fernando Petersen ID:***. I have been unemployed since 31/12/20. I informed my creditors if my situation that I was unable to make payment. Then lockdown started and all available cash was used for priorities food electricity etc. Recieved collection calls from Foschini group and explained my situation numerous times,even spoke to 2 managers I believe to enquire what can be done for me as I hv been a good customer always paying my bills and even more than the required amount. Now almost a year later I have started a job and want to start paying I recieved a call that My Sportscene account got handed over to Shrives on 12/11/20 as per Customer service agent Namso. I requested to speak to a Manager but was flatly told I wont be receiving any callbacks and to pursue a case with the ombudsman if I feel that I have been unjustly treated by the Foschini Group. I am quite disgusted and livid as I had notified them of my situation seeking help which clearly fell on deaf ears. I would like to lodge a complaint against them for the way my account has been handled. God only knows what has been reported om my credit file. I need my account returned from the collections agency with immediate effect and if possible my credit file to be updated accordingly as its an unfair practice to hand over financially vulnerable debtors who cannot pay not because we dont but because we cant. I have even made my first payment to Sportscene on Saturday without knowing the above. I hv another retail account and spoke to that creditor once, filled in a short form online and they froze my account. No hassles or harassing calls like Foschini who called me every day even though I asked my details to be removed from their dialler numerous times. Thier urgent response is required to this matter.