ALL I WANT IS A SETTLEMENT AMOUNT TO SETTLE GAME ACCOUNT

Customer had a game account, due to customer unable to pay his monthly installments customer's Game account was handed over to Anthony Richards & Associateds. Customer contacts Anthony Richards & Associateds on number ********** 420 and was advise the outstanding balance on Game account is R2671.94 customer makes an arrangement and also makes a payment of R1000 in March or April 2017. Each month the customer paid more than the arrangement amount, but was contacted monthly to remind customer to make a payment which is extra fees. On the 5th February 2018 customer made another payment of R1000. Customer contacts Anthony Richards & Associates to get balance to settle Game account, but was advise his been handed over for amount of R4700 to another attorney Van de Venter Mojapelo Inc. What i do not understand is how can one attorney hands over a customer to another attorney if the customer pays monthly the arrangement amount. The customer wants to settle balance,but nobody not even teamleader can give customer a settlement amount. The balance was given to customer when customer made the arrangement. Why is it so hard or difficult to settle Game account. The call centre agents have attitudes as if they get paid to have a attitude. Its not that the customer do not makes payments on time. ALL CUSTOMER WANTS TO DO IS SETTLE GAME ACCOUNT. IS IT TO MUCH TO ASK