Re-Instate Account

I opened my Identity account on the 21/02/2012. I sent numerous emails to the customer care department to assist me by setting up a debit order on my account. After several emails, (non of them got a reply) , I stopped getting account statements in the post. I presumed that the matters has been dealt and payment will be deducted as per my numerous request. I received my credit records today, and to my surprise I was listed as a bad payer with a small amount outstanding. I called the customer care and spoke to Pinky who informed me that the account has been handed over for collection, but the amount could not be confirmed. According to my credit report it is R1279. She confirmed that I will have to contact an attorney firm on ***.I have previously been advised on this, an attempted to do so numerous times to no avail. I do not want this account to be closed ! I will not be making the payment until this matter has been resolved and I can use the card whenever I feel like. I have copies of all the emails requesting a debt order. Please assist me with what to do so that I can uphold my clean credit record and continue using my card when it is needed.