Cant even call to check a billing date?

SO i get told this morning that FNB has handed over my account to a legal agency as i havent paid for my device, TO DATE NO ONE HAS CONTACTED ME so i must literally wait for lawyers to call me before a branch of FNB will pick up & ask me whats happening? THE DAY OF PAYMENT JUST NEEDS TO BE CHANGED! Im new to FNB & really didnt expect this kind of LZY & RUDENESS im actually appaulled...also please explain why my statements EVERY month show money going into the device & the amount going down??? Wake up FNB this is NOT how you treat new clients! Byron.