Disgusting service and tarnishing my name

So I took a 6 month loan with capfin in November 2019 and have been paying my loan by debit order with no areas. So I realized that end of February 2020 the debit order did not go off my account. I then called capfin to find out why my account was not debited. The consultant then tells me that he can't see anything on my account because it has been handed over so I eventually speak to Sumayer the team leader to find out why my account is handed over if I have no areas which she also could not assist with and referred me to their legal department. I need a response on how capfin would ruin my credit profile by handing over an account with areas and without consulting me.