They never answer the phone, yet hand over account

I app**** for a temporary loan in November and when the debit order was meant to go off it bounced because my salary went in a day late. the day i got paid i started calling them. the phone just rings and never gets answered. i kept phoning at least once a week still no answer. my account was then handed over because it had not been paid. which affected my credit record as well as stopped me from applying for car finance. when i eventually got through and asked them to send me banking details they said they would sms it to me. i am still awaiting the sms with the banking details. they put through a debit order on my account so the account is now up to date yet the status on my credit report still says handed over. i have tried calling the attorneys that my account was handed to its the same story where no phone gets answered. they are quick to hand the account over but dont even call first