How hard can it be to make payment arrangement?

I'm getting the run around. Being sent from Pillar to post. All I'm trying to do is make arrangement to pay my credit card that I have not been able to pay for a couple of months due to my husband being unemployed. Legal team says my account is not with them...get transferred to Collections and so on...Nobody seems to know who my account is handed to. I get SMS' from Nedbank Legal saying I should answer the next call however I am not receiving any calls. I'm sure I'm being charged for these SMS as well. I would like you guys to debit me R500 a month. I will increase this amount in Jan. Can someone just help me? How can you tell a person their account has been handed over but can't tell them who it was handed to.