Loan payments

2016 i lost my job and i had 2 loans with capitec...i made arrangements with them that i will not be able to pay my instalments in full but ill only be able to pay a certain amout for each loan every month i did from 2016 till today . I was suprised to recieve a call from vertex solution saying that my accounts have been handed over to them. I then went to capitec to ask why my accounts were handed but i was told to wait for a call from vertex they will explain everything. I really dont understand why capitec could not give me an answer as they are the one handed the accounts. I received a call from vertex today and i was asked a few questions to my suprise they were also suprised why my account was handed over to them since i have not skipped any payments since i made the arrangements. I am worried now because my name is under debts collectors and i was avoiding that by making sure i stick to the arrangements i made with capitec. I really need clarity here and need to know what to do since im now under debt collectors.