Do you know what you're doing?

I received an SMS saying the instalment should be paid by 7Dec. This was done in the same day is EFT. I received a call from Ava/Eva telling me that I was handed over to collections. I asked her for a settlement figure. Only to be told that it's not her dept. I asked for it to be in writing. Still no email with settlement balance received. I called the call centre. Spoke to LLOYD. He told that he checked with his team leader NICOLENE, who told him all payments must be made by 1st. After telling him that's not what the SMS said, I asked for NICOLENE'S surname. He said he didn't know it and the call was cut. I was told that R24 odd was charged for a letter and R3.40 for an SMS. Which letter? Where is this letter that was sent to me? I would line an explanation as to these costs and where is this letter costing R24 odd. Really BAD BAD BAD service for your company. I cannot wait to get rid of you as a creditor.