Account balance protection

I have been retrenched in December 2019 and I had account balance protection on my account. Finrite is not helping me in any way and you guys keep chasing payment. I advised your collections team that I'm waiting on my claim and they said that there is nothing that can be done I need to make payment. The lady was so rude I was crying and asked to speak to a manager. She placed me on hold for more than 5 minutes and said the manager Will call me back and it's been a month and I didn't receive any call back. My account is now in arrears for 3 months and all you do is chase for payment but no one will take the initiative to assist me and lease with finrite directly. This situation has been stressing me out and I feel depressed. I am not going to make any payments until you guys resolve this as you need to assist valnerable customers.