Truworths don't help customer in a pandemic

I have an account with Truworths which is in arrears due to the pandemic. Truwoths has handed me over to VVM who calls and when I answer they cut the call (please check the recording). I made a part payment and then get an SMS that I have been handed over to Blake and ass. Now I need to pay an extra R45,57c extra what is the reason? Also why do they give people a date to like I had till the 19August to pay now I get threatened to pay today. Will my account be closed after I pay???