Nedbank not responding

I have a loan with nedbank, for 2 years been paying well never missed any payments, but last year August thwy didn't debit for 2 months, had no idea what was going on, when aaking them they said my account was handed over to legal, i Don't know why, now that i have arrears, i tried swnding emails to arrange what possible way can we use to deal with thw issue, case my credit card funds are locked cause of the error thwy made of not debiting, im on arrears now, been sending emails since last year August but they don't respond, im stuck, even if they do thwy say thwy gonna cme back to me, till now now response on the issue