Poor service

Received the below message: Blake & Assoc are authorised by Multichoice to collect the outstanding balance on your Dstv account. Please pay R226 to settle your balance. You can pay here https://payat.io/dstv/ or call us on *** for pmnt options. Thank you.

I call in to figure our where the shortfall lies as I pay a year in advance. It is explained to me, however, I would have preferred not to be handed to lawyers before being approached. It is not the way your loyal customers should be treated.

Can someone explain how I was handed over to lawyers before being asked directly by your finance department?