HANDED OVER ACCOUNT NOT LOCATED

I had an account with truworths and due to personal issues I was unable to pay the account , I got communication regarding my account mid of November were the lady wanted me to make payment arrangements ,I then told the lady to call me back on the 20th of December so that we can make arrangements for me to settle the account , to my surprise I never received a call back , I then made means to contact truworths call center the lady gave me contact details for Blake and associates who said they don't have my account and I had to call truworths again and they gave me another number which does not go through , all I need is to be assisted with settling my account with truworths is that too much to ask