Disappointed loyal customer

This is the 3rd time I'm writing about the same issue. I was promised a call back the first time, but yet to receive one. It's all about the promise made to pay off arrears outstanding amount and then collections would either give me small affordable packages or put me on prepaid. When the time came, accounts refused and said there's nothing on record of anything promised, only that the account was put on hold till arrears paid. I cannot afford it anymore as I'm unemployed due to illness, including leukemia and amputation and others. I'm hoping to get a call back this time to discuss what was promised. Michael *** a customer of 20yrs plus