Failed to educate their customers

I received a call at 10:44 today confirming that my account is overdue from Sibongile. I informed her that payment was made by EFT on Sunday 21 Feb. She then stated that the payment does not yet. She then said it will take 3working days to reflect. She then continued to ask about my contact details and the call ended. A few hours later I then receive an SMS demanding payment TODAY. I don't understand how I could be receiving such a demand when I spoke to someone who should have made a note on the system. I then called the collections department to understand what is happening and was informed that an arrangement was made for payment on 25 Feb. My question was why wasn't I informed that because the payment does not reflect yet, they will put an arrangement. Supervisor Mrs N Khombela gave me a great speech on how the agents are given a script on what to say and that the agent was not allowed to tell me that she is placing an arrangement on my behalf. I find that very stupid as I am a customer and I deserve to know what's being done with my account. I demand to know why I wasn't informed and why I received an SMS demanding payment when I specified a payment was already made.