ICICI Bank — ICICI Credit card dues

We are holding a credit card of ICICI bank of number [protected] standing in the name of Kaluram Sahadev Gajare. Due to some unforeseen circumstances we have not been able to pay outstanding amount of credit card for which we have requested waiver from your collection department. The collection department has now started calling all our relatives and are asking them to settle credit card dues. Are they really responsible when the customer is still reachable and wants to be in good terms with the bank.