RCS is Pathetic

I have been handed over although my account is not in arrears. The amount owing is due to the RCS Covid-19 relief insurance that don't reflect on my account yet. I continuously receive phone calls from the debt collecting company and have to repeat the situation to everyone and all I hear from them is that the account is handed over and they don't care about my explanations. This is VERY frustrating and I don't get any feedback from any manager at RCS that can clear this up and give me proof on email in writing that this is sorted. Pathetic to say the least