Very angry

Earlier on this year i contacted Daildirect to make payment arrangement with them as my account is behind, I requested them to start deducting a certain amount from April 2019 but that was never done, and when I contact them today they tell me that my account has been recently handed over to the lawyers and if they honored the agreement that we have made then my account will okay, but now due to their incompetence my account has been handed over with more penalties which could have been avoided and now I have to pay them as they don't want to take responsibility, so I have to suffer in the process I would like for Direct Axis to listen to their call recordings when I made the arrangement and we can take it from there because I refuse to be penalized because of somebodies negligence. I acknoledged my wrong doing and tried to honour my contract with the campany as now i can afford to pay it but now I am back to squere one Direct Axis please contact me.