Why have I been handed over????

3rd Review of FNB in not even a month! DESPITE making a payment arrangement with FNB 2 odd weeks ago I am now receiving sms's from some debt collector. Why have I been handed over when I made a payment arrangement with yourselves & why was I then not afforded the common courtesy of being informed? Is this a lack of communication within FNB with regards to my payment arrangement? The debt collectors you have handed me over to are useless as they don't even bother to reply to my email and I get sms's with no details from them.