Canceled account

Hi, I need some assistance with my account. I placed a home move order as I moved from jhb to dbn. I sent through a request and they asked for my details. I didn't respond for a couple days as I was preoccupied. I then get an email saying my account has been canceled. I asked why this is the case and they advised that it's because I didn't respond but they can still assist me if I send through the details. I sent my address and I didn't get a response. Recently I get an email from a debt collection agency stating I didn't pay my account and I need to pay to avoid legal action. Can someone assist me please?