disgusting and poor service

It was about a month or 2 months ago, i called to woolworths financial service asking them to advice me what my current arrears amount is i was then put through to VVM of which i spoke to a lady that advised me of the amount i then asked if i could pay my arrears by the 25th April 2020 i was then advised that its fine i was given the banking details and ref number i should use she then told me that once the arrears amount is paid the amount will then go back to woolworths and i can continue using it as per norm and pay every month my installment.

As time went past due to the lockdown we then working from home, i had no where, where i could contact the call centre etc i then sent a message on social media (facebook) and i was then assisted by Nawaal she then told me that the account is processed by being handed over to the attorneys, i then told her i was not told that and that i was advised i can pay my arreras by april and everthing will be fine then. i then asked her to let a manager or team leader to call me back up until today nobody called me back , she also told me that her manager is asking me to send my payslip or bank details so they could see whether i can afford to pay my arrears, to my knowledge that my affordability has nothing to do me with paying my arrears, this is utterly a poor service from your team i have received. I have sent another email last week till today i also received no feedback.