lack of Transperancy with the credit card Facility

In 2014 i was offered a Switching deal by FNb Credit card. They offered to pay up my existing Absa credit so as for me to switch over to FNB Credit card. Initially the had offered that i will pay 9.9% for 24 months. I then asked the salesperson that i need to think about the offer. A week later when i called them they had now changed the term from 24 months to now 9 months when asked they told me it was a promotion at the time. I then took the now 9 month's offer of interest rate OF 9.9%. I have been paying the credit card from March as offered I have only used it twice I have never missed a payment on the credit card. For the past 6 months of their 9 months offer they have been constantly saying my account is at Collections. In August of 2015 I called them again to ask them to help explain this credit card as it seems a bit shady the lady I spoke a Thato who told me the interest rate is NOW 14.1% which was strange at the time as their 9 month had not lapsed. Whenever I call the people at collections they give attitude and can never give an explanation as to what is the proper course. How possible is it that an account stays at collections. Every month since June of 2015 around t