Malicious treatment from Trafalgar

I am having a challenge bringing my levies to up to date, I have never missed a monthly payment on my levies account till last year when I had a broken window frame which was damaged by water to the value of R3900, as well as a geyser fault to the value of R768.00 I called Sheeren Tait who is responsible for maintenance issues in our property, I specifically asked her if the queries were covered by Trafalgar or not because with the previous property group window frames were replaced as part of their service offering, Shereen told me that Trafalgar she asked me to send her an email which I did in the email I asked her again if my issues were covered under Trafalgar or not, instead she ghosted me I kept on sending emails asking her when this issue would be resolved and she still did not respond, I then as a last resort asked her to respond and told her that I was depending on the monthly rental from my tenant and that I could not afford to pay for those issues out of pocket. She still did not respond, I then skipped 2 months payment to the value of R4000 hoping that once the issue with Trafalgar is resolved then i could either be compensated or given a way forward regarding my query, that did not happen instead I started receiving calls from Jaqueline Smith who is responsible for collections, I explained to her my predicament and she told me that she would try and get my balance written off because it was a valid claim she further requested me to send proof of the communication regarding my query which I did, she cc'd Shereen who took no accountability or even provided a way forward. To date the outstanding balance on my account is R10619.66 from that R4000.00 which is acquiring interest. I pay my monthly levies and have increased the amount as per the request of the property group in order to cover maintenance issues. What pains me is that I am being charged money that I cannot afford to pay for a mistake that was caused by an employee from your group who should have given me information or assistance when I requested it.