Miscommunication at Capfin

I was contacted in last week about the arrears on my loan account, but that you have been notified that I am on a debt restructure plan. The consultant informed me that the account has been sent to legal with would liaise directly with the debt counselling agency. This morning I am contacted by another consultant who has no record of the notification. Does Capfin not know what they are doing???? What is going on?? Does the right hand not know what the left hand is doing????