Poor customer service

Good day all I have an account with Avon, according to my knowledge that account is paid up but then I was surprise to receive an sms that I still owe Avon and my account is handed over to ITC. I sent an email to Avon on 28/05/21 I wanted to know what is happening but I didn't get any response from Avon, I sent another email on 01/06/21 for update then they responded by saying "your account is handed over ITC and I must call ITC to find out". The person who responded to my email was Thato Seleso and I'm not happy because what Avon did is totally wrong especially with the queries I had before, for them it was simple to hand over an account without checking or investigating further. I want to know what happened to the money that I paid on 29/04/21 and why was it not allocated in time.