Handing over of account

Altec Netstar debited my account premium was unpaid(May 2017), when I saw the reversal I made sure that there are funds in my account the next month to cover the current month as well as the previous month , I was under the impression that they deducted the outstanding amounts, at the end of July I saw that they deducted 3 months premiums and i reversed this with the bank and contacted Altec , and then they advised me that they did not receive any premiums for 3 months , and the reason was that they had the debit order date as the 26th which is incorrect as i get paid on the 27th of each month, i was then advised that the person responsible for my account will call me back and i received a call from a lady who promised to call me back and to date i did not receive a single phone call. instead i was shocked when i got an sms that said my account has been handed over for collection and this will now impact on my credit rating over a debit order date that as captured incorrectly by the service provider.

I don't know how this company works but couldn't they call me to resolve the matter and to afford me the opportunity to settle the outstanding amount instead of handing me over.

I'm really disappointed at the way this was handled.