Wool(not)worths customer disservice

I am currently working towards paying off r settling my credit card with Woolworths. I am, however, making payments to their collections agency or legal representatives due to the financial difficulties I previously experienced and fell behind with my payments. I have tried numerous times since July 2019 to get them to send me the outstanding balance so that i have the option to settle it.I don't know if this is a deliberate attempt to keep me perpetually indebted to them or gross incompetence by its staff to attend to my requests. This nonchalance by the responsible parties is deeply confusing and disheartening. Aggrieved PR Hlayise.