Handed my account over despite the fact that I've submitted a short time letter. Its on a company letter head with contact details. How stupid can you get

I've been on short time since lockdown which means, short pay. We received a short time letter from our company, but I didn't use it straight away. I made a payment at the Checkers, because the clothing stores was close at the time. I then made an EFT payment of R1300.00. Guess what, when received my statement the next month, the R1 300.00 couldnt be found. I went the Baywest Mall, they still couldn't see the payment but showed the proof on my bank app. After the hussling to pay accounts I've sent my short time letter to the ***. on the subject line my ID NUMBER. I've send this letter on numerous occasions. Wendsday I received a call from an attorney/ Edgars, stating my account was handed over. When i opened my account I took out an insurance, for times that I am unable to make payments. Edgars, you are financially crippled as it is, please ensure that you retrieve my account from your attorney's office and contact Hollard insurance. It's evident that the accounts department doesn't liase with the call center staff. I spoke to a gentleman Austin and he said "Mam, I've loaded your short time letter on the system. You guy's better sort this **** out, ASAP.