Paying account monthly that is in arrears - yet I got handed OVER !

I have fallen behind with my payments to Foschini, but, I make a payment every single month. I call in and ask what is the min amount I can pay, and pay either that, or a little bit more. Today I received an SMS that now says I have been handed over to Anthony Richards & Associates ! I called TFG - spoke to customer service who said I should not have been handed over if I make payments, or if I have arrangements in place. WHICH I DO. Said she can see I make regular payments. Transferred me to the arrangement desk, the guy said I was handed over in December (but I only got the SMS today?). When I asked him why I am handed over - because the account is High Risk because it has been in arrears for so long? When I asked if this agency is now adding extra fees because it has been handed over, I was told YES ! So, they can see I am already struggling, but at least attempting to make payments to my account, YET I get handed over now, where MORE FEES ARE BEING ADDED? Are they dumb??? I am not running away or ignoring my debt. But this is just so wrong, it's literally like kicking you when you down. When I asked if I can get removed from that agency, as they can see I am making payments, to not add any more fees to my already big amount, I got told sorry, I have to pay the full R3000 and something amount - do they not understand that is why I am in arrears and I can't afford that or have that to pay now, it's not like I decided on Purpose not to pay. Maybe they didn't know Covid has been around and affected peoples livelihood! Very disappointed in their customer service - no empathy at all!