Proper hand over procedure not followed.

I had a credit card with FNB for the past 5years which I was paying properly and for the last 2years I had financial issues which led being in arrears. I was called and told I needed to pay a certain amount or my account will be handed over to the attorneys. I have been paying even though some months I paid less of the agreed amount. to my surprise credit card details were no longer reflecting on my app. I reached out and I was told the credit card is handed over to the collection or legal team.

Proper procedure to hand over the account was not followed. I was not informed that the account is now with the legal team. I would like to pay the amount pending for the account to remain with fnb. Why would the hand me over when I was making sure I pay them every month