Customer Service and Collections Non-Existant

I contacted the customer service and was told that I am in arrears and would be transferred to collections. I have called 3 times just within the last 2 hours because I have been kept on hold for more than 20 minutes each time. My payment comes off as a debit order therefore I don’t understand why my account is now with collections and your collections department has no answers because a) I cannot get hold of them or b) they answered once and they didn’t know why it’s showing outstanding. Fantastic! Please can someone who knows something contact me.