Shocking service

At the start of Covid 19, I called customer care to ask if there was any relief during lockdown. I was given an email address to send a request through to. I followed up a week later to the same email with a follow up request. Another week went past, I called in and I was told that my lines would not be suspended and that someone would call to advise me of what the options would be. I have been following up, to date, no one has told me what can be done. Yesterday, I eventually spoke to someone that tells me I didn't honour my arrangement to pay, so my phone is about to be blocked. I never would have made a promise to pay not knowing when i would be able to work again. Today, 26 June, I was told that the email address I was given was only used for a day or 2 as a test , even though I had spoken to a consultant and he knowledge the receipt of my email. The only solution I have been given is to either make arrangements to pay R3000 odd per month or convert to a pre paid line and pay the arrears off. The problem with this is that our fibre line will be discontinued as it can not be converted to prepaid. Internet is not just a luxury at the moment, my wife cannot go back to work till level 1 of this Plandemic so she needs internet to do what little work she can from home. So, please, tell me what can be done