Woolworths Financial Services gross incompetence

I have written several emails and Whatsapp messages to Woolworths Financial Services and its collections agency regarding the balance amount on my account since May 2019.However all my efforts have proved unsuccessful, no one is willing to provide the information required. Sometimes I wonder if my credit card account has been classified as high level state secret or its pure vindictiveness or incompetence on their part. I fell behind with payments due to financial difficulties, then I made payment arrangements which I have honored to this day. I have plans to settle the account in the near future but I have been repeatedly denied that consumer right to know my balance.Recently I was asked to provide my ID number and I did but a certain Danielle Johannes responded that they are unable to assist and provided me with this email address *** for assistance but this email address couldn't be found, according to Afeefah Adams also of Woolworths Financial Services. What else should I do? I am sick of this merry-go-round they are playing with my life.