Baffled

The accounts department had made a payment arrangement with me yet still handed over the account. Finally after a while I came to find that I’m paying the same account now, I’m being sent pillar to post to be refunded the money, on top of the fact that Vericred still claims there to be an outstanding balance. It baffles me that the account was handed over for collections yet it was being paid every month and now I must be the one to clear the account for collection fee yet they handed over an account that had a payment arrangement in place.