Cannot talk to Internal recovery department - how to sort out account then??

Why can't you speak to a human being in the internal recovery department (collections)? All I get are email addresses and consultants telling me we are only allowed to email. There is no phone number for Internal Recoveries?

I was told by Absa collections that my account has been sent to legal two years ago even though I have made payments every single month and did not get any message, email, or phone call about non-payment.

How am I supposed to sort it out if I can't physically talk to someone? Forget about emailing them, they just don't answer.