Handing over my account even though I am paying installment monthly

I currently have a loan with Wesbank through Direct axis. My loan fell into arrears for just about 6 months as I had some financial difficulties. When my situation was sorted out I contacted the company to advise them of when to deduct and gave them new banking details to deduct from (which was the normal installment). They have been deducting every single month since then (over 6 months now) and sending me statements over email every single month. They are now handing over my account to lawyers simply because they are saying they could not get hold of me on the phone. I do not have any record of them calling me and they have my email address but have not communicated via email with me regarding this. This is so very wrong as I believe they are not allowed to hand over my account without notifying me, especially if I am paying installment every single month.