Well, they are suppsoed to notify you with a last statement and it is to state on that stament tht unless you come to an agreement with them on a payment plan they wil report it to the CRA's.
You can do one of 2 things at this point,
1. send a DV which CLEARLY states they must only communicate with in WRITTING only and that they must not continue any further collection activity until they verify the debt.
2. which is really not recommended sending a cease and desist letter telling them to not contact you anymore and they have to stop calling and writting to you, BUT, this has detramental repercussions, one being taking you to court, two, garnishing your wages.
Not nice, makes thing much worst.
IC Systems is the Collector, Send them the DV not the OC.
Good willing the OC and telling them the situation you are in is because of your DH's stay in the hospital and that you are willing to bring the account current or even pay it in full, or enter a repayment plan with them, IF they will let you.
HSBC are not the easiest people to deal with, if you can get someone in a higher office other the the regular CS you might have a chance, BUT be warned they are not very nice at times.