no communication

Good day kindly assist me wit Nedbank not responding to.me after making several attempts to call. I was never informed by nedbank that my account is going behind or falling into arrears.my understanding was that the account is paid up only to.found out recently when do a credit check that i am still owing a balanced.when i called the call centre was told they wont assist me as the account with legal department however there was never any attempts to call me and notify or even post nor statements. I can not be kept liable if there was no communication. I also want to know what is they SOP in terms of procedures if account goes into arrears.please assist