Total harassment!

I am currently behind on my Truworths account payments due to my salary being cut and my husband losing his business due to Covid. I have tried over and over to make a payment arrangement with their customer service agents. They phone me at least 3 times a day, send multiple emails and smss. Every time I speak to them I explain the situation and tell them when I will be making a payment. They promise to log the arrangement on the system, but never do. The following call the person will say there is nothing on the system. I have put this in writing to their collections department as well. But have not received any acknowledgement, just more threatening emails. I am so disgusted with this company. They are the only company who has not come to the party and offered a payment holiday to those of us hit hard. I only needed a three month break or lower payments as I cannot even pay my rent but yet they harass and threaten me multiple times a day. I work in the sports industry which is at standstill right now. My husband's business has collapsed and we are trying to keep a roof over our heads, yet this company wants to blacklist me, a customer who has never paid a single bill late until this virus, due to a situation I cannot control. Do they realise there is a pandemic going on? Utterly disgraceful!