Failed to comply with agreement

I have an absa Cheque account, which went into a negative balance during the course off lockdown as last salary received was in March 2020,my account was handed over to Shapiro Shake De Vries and Associates, and I was contacted by an agent to make a payment arrangement, which I confirmed telephonically and received an sms confirming arrangement. The arrangement was never adhered too and the entire amount was taken at once even thou I had explained my situation and that I am happy to pay the bank charges in terms, however after being badly treated by absa it was only brought to my attention that my account was handed to Shapiro Shake De Vries and Associates, and their agent made the arrangement and not absa's agent, even it was not absa agent, Shapiro Shake De Vries and Associates was acting on behalf of absa, and the agent said she was calling from absa, I require the transcript of call or the actual recording to rectify this issue, you can also liaise with Rezona Louw from Absa