Nedbank just HANDED OVER without notice

I have a loan with Nedbank. I have lost my job in 2021 after being retrenched. I spend 2 months in the ICU in the Millpark hospital was discharged on 24 hour oxygen. I have made the arrangement of paying them R300 per month which they accepted. I have finished my credit card in the meantime and increased my amount to R500 per month. Since Friday I had most probably had 20 missed calls from VVM what I want to know id WHY my account was handed over if the account was Paid every month?????? I will report this matter to the Credit Ombudsman as well because I dont see struggling like we are I must now psy additional charges for an Attorney??