Nedbank account handed over to Legal without any notification!

I have an outstanding amount on my Nedbank credit card. In March/April 2020, I received an sms, asking if my income was affected by the Covid lockdown. The response choice I had to make was either 'no' or 'yes'. When I rep**** 'yes', there was an automated sms response that I would be notified when I need to continue with my payments. After not receiving any further notifications from Nedbank, I took it upon myself to make a payment in December 2020, as I fully intend to pay this credit card off. However, when that payment didn't reflect on my January 2021 statement, I called Nedbank to find out why. After several frustrating failed call attempts to speak to someone who could assist me, I was eventually advised that my account had been handed over to Legal! Now nobody (at Nedbank Legal or the Nedbank Call Centre) can confirm how that happened when I was totally unaware of this. At no stage whatsoever did I receive any written notification or letter of demand that my account was being handed over nor did I get invited to discuss a payment plan! The call centre consultant said that they couldn't reach me on my phone. When I asked her why Nedbank didn't email me - since I still receive all my statements emailed by them - she couldn't answer me. I would like to know how Nedbank think it's ok to hand a client over to Legal when they have not even advised the client in writing that there is an issue? At no time, did I receive any written notice, via email or otherwise. To top that, the person I spoke to at Nedbank Legal was going to email the relevant information to me, but 5 days later and I have yet to receive it. Nedbank has some explaining to do! If they don't respond through this platform, I will be going to the Ombudsman.