Arrears reflecting with no explaination

It has been 3 days now i have tried to get through to the call centre to resolve a billing query on my account with no luck. My account is reflecting that i have outstanding payments in the portfolio section of my account yet i have not missed a debit order and all accounts are in order.I recieved an sms stating that my account had been sent to collections for payment arrangements on my account which i do not have??<br> This morining i contacted the contact centre an was probably the worst contact centre i have encounted in my life. No one could help me and all i was told was that it was a system generated amount, that i need to pay?? Really no explanation just pay? <br> Please could someone contacgt me a soon as possible as this does not give me the impression that your service is up to standard.