MADE ARRANGEMENT BUT TOLD HANDED OVER !!!

Good day. In January I paid just over 50% of the instalment and made arrangements to pay the balance with my instalment for February 2015. The arrangement was made and all was assumed to be in order. On Saturday I received an sms stating the amount to be paid in February (which included the arrear amount). It stated that the amount needed to be paid on 26.02.2015. To my surprise I also received an sms 2 hours later advising that my account would be handed over within the next 5 days ??? I tried to phone to clarify the matter but was kept on the line for more than 10 minutes without be able to talk to anyone. I find this situation unacceptable and unnecessary. Please advise.