Handed over even though I’ve been paying

I was retrenched in 2020 and had my insurance pay for a year. When I insurance stopped, I spoke to FNB about a payment plan as I couldn’t afford the initial installment because the money I was earning as a freelancer was way below what I previously earned. FNB agent agreed and I was paying a reduced amount. Fast forward to this year when I got employed I started paying more and contacted the bank to make an arrangement which they agreed to. Last month I agreed to pay more and the agent I spoke to assured me that the payment arrangement has been logged which was true because I got a deduction for the installment and the repayment of funds in arrears. I then spoke to an agent this week to confirm that we would review this again in December. This morning my account was handed over to lawyers, and I don’t even know. I’m shocked and absolutely thrown off that this has been handed over. I’m gutted and helpless at this point because FNB has **** to me and don’t care about the arrangements I’ve made.