Faulty account handover

I have a balance in arrears on my Edgars account. I've arranged on the 4/8/2015 to pay R200 every month on the 25th. I've received an email back from Yvonne to confirm that the arrangement was accepted. On the 27th of August 2015 I've paid R200. I received a call on the 14th of September 2015 from a lady that told me the arrangement was cancelled because the payment wasn't made on the 25th. I've informed her that I will pay the R200 on every month end. She accepted the arrangement. On the 17th of September 2015 I received a call (again) regarding the arrangment. They confirmed the arrears amount and accepted my previous arrangement. Today I've received a letter in the post from Accenture Services Pty Ltd that my account was handed over. This is totally unacceptable after I've made arrangements!! I will refer this matter to the ombudsman, because this is inappropriate.