Sent to debt collection despite Discovery promising a payment solution, and ignoring me afterwards

Discovery contacted me to pay some remaining money owed on my Apple Watch. I rep**** saying that I am willing to pay but would like to work out a payment plan. A staff member called me and said that we could work something out, and that someone would be in contact shortly. Nobody contacted me. I followed up later asking what was up, and was ignored. Later I followed up again and they told me they handed my account to debt collection. So they handed me over because they failed to do their jobs when I already agreed to pay and was waiting for them to let me know how I can pay.