Payment arrangement made but still account has been handed over to the lawyers

Poor service received from Jet store, I could not pay my account due to loss of employment. So arrangement was **** to pay at least something, something that I can afford every month rather than not paying anything at all. So I have been making payment, because I was not paying what I was supposed to, I had credit but could not use it, In November 2017 my sister wanted to buy a phone she had money for the phone, so in my mind i was thinking that if my sister gives me her money because at least it is a lot so I can make payment to the jet account maybe I would be able to but her phone on credit and at least payment was of good money in that month, when I went to Jet inquired about my thinking I was told that I could not use my account anymore, my account was closed, I was so angry that they close the account without even advising me, I have been making payment it that I was not paying what was required, ok, I accepted that I don't have an account with JET anymore, just need to pay remaining balance, I still kept on paying as per arraignment made , still could not pay hat was required but I was making some payment. Now on Friday I receive a call from this rude lady advising me that my account has been handed over to the lawyers, I asked her why because at least I have been making payment, she could not tell me, she did not even want to listen to me and than drop the phone in my ear after saying to me they will keep on contacting me..... So what I don't understand is that even when some is still making some form of payment still the account gets handed over, and before I forget on Monday I receive my statement via email advising of the balance remaining, when this rude lady called I don't know from which lawyers she gave me a different balance which was more by R500, so the issue that I have, I Jet could not call me and advise me of all this unnecessary and pathetic service I am getting, I thought when you pay your account does not get handed over ........ what is the use of making arrangement if you still get treated like someone who does not make any affords of payment...... I want JET STORE to call me and explain to me what is happening and as I am struggle with my payment but still paying something, who will pay the extra R 500 added to my balance...... POOR POOR POOR POOR service delivery, what happens to communicating with customers, The service is really extremely poor and unacceptable if this is how its been conducted, I have been with jet for many many years , not sure but maybe even 13 years, never experience poor service, because now I am struggling financially is this what I must get, I don't accept this.......