Refusal to assist - collection on prescribed debt

I have received a summons from Hammond Pole attorneys however after having checked my credit profile, the account which they are contacting me on, is not listed by the bureau.

I contacted Hammond Pole Attorney's on 09/02/2022 and was instructed that someone from the legal department will contact me. After not being contacted by 10/02/2022, I called Hammond and Pole Attorneys again. I spoke to someone from the legal department and was then further advised I will receive a call back from another person in the legal department. I then requested the name of the person who would contact me and was told they cannot give me a name as he does not know who my case is assigned to. I explained to him that I would like a name and surname of anyone in the department, in the event that I am not called, then I know who to contact and at least be transferred to the correct department. I was then rudely told again that I cannot be assisted in that way. Thereafter he pretended to not be able to hear me and rudely ended the call.

I called again and got through to Uyanda whom is handling my case, I explained to Uyanda that I received a summons but the account which they are contacting me about, is not listed by the bureau, so why are they contacting me regarding this. She responded that she will contact Nedbank and ask why the account has been removed from my credit profile and request Nedbank to list the account again on my credit profile. I emailed Uyanda my credit report (as proof) the morning of 10/02/2022 to which I received no response. At 3pm, on 10/02/2022 I called Uyanda again to request for feedback to which she advised that she cannot contact Nedbank with regards to my query as her team leader is not in the office and she does not have the authority to contact the bank. I asked Uyanda what procedures do they have in place for when they have time sensitive queries and a team leader is not available to which she responded that she would escalate my query to her manager. by 11/02/2022, I called again today to request feedback from Uyanda to which I was advised that her team leader is still not in and I should wait until the following week when her team leader is back in the office.

I advised Uyanda that they cannot simply say, they cannot assist me, they should have procedures in place in such an event and still be able to assist clients to which she responded there is nothing she can do. I reminded Uyanda again of the time sensitive issue, as I had 10 days to respond otherwise a judgement will be placed on my name to which she again advised that there is nothing she can do. I again asked Uyanda, why she did not escalate my query to her manager, to which she responded that she never said that. She insisted if I want help, I should go to Nedbank for assistance however I told her I cannot do that as Nedbank will refer me back to Hammond Pole Attorneys. I re-iterated the fact that the matter cannot wait and that she cannot say that she cannot help me. to which she started insulting me and shouting at me. i calmly requested for her to not shout at me and give me a chance to speak which she didn't. I then advised that I will lodge a complaint with the NCR due to Hammond Pole Attorneys refusal to assist me.

At this point in time, I have still not been helped and I am not sure what is happening with the summons that was sent.