They cite contacting repayment counsellors to make...

They cite contacting repayment counsellors to make payment arrangements but don't in fact have them any longer. "Two of us work in repayment and we're very busy, there are no repayment counsellors anymore and those letters are auto-generated" was the verbatim response two months after I called to have my dieing wife's payments put on hold, provided a letter outlining her diagnosis and prognosis, and six months of both our banking to prove she hasn't worked. Two months later after communicating her palliative status to them they still threaten us with form letters written from an era when they had repayment counsellors. My wife is literally at death's door and they're sending her threatening letters.