Account balance query

I have an account with Homechooce which was in arrears. I received a statement for July with a balance of R900.95 and another in August with a balance of R995 and payable R1011.37 and I paid R995. I did not get a statement in September and forgot about the small balance which according to me should have been less than R200. All of a sudden in October I received a message that the account is handed.over and yes I was surprised, because according to me I am supposed to owe about R200. I sent 2 emails today, because I checked the balance on the Homechoice website and now it is almost R800. I sent 2 emails today to ask why the balance is now almost R800, because I paid R995, but they refused to help.me and told me to contact the lawyers. I want to.know why is the balance all of a sudden almost R800. I have a right to know why it was handed over for a balance of R200. If I received a statement at the end of September this amount was going to be paid. The ladies Dorothy and Nondumiso were not very helpful. I deserve an explanation