From pillar to post.

I have been sent from pilar to post trying to make arrangements for my VAF account. I was in arrears for a couple of months cause I was unemployed for over a year, my case was allocated to someone external to collect, made arrangements and sent her all the required documents only to find out my case was moved to another external agency. I have never received a call fro the person and i have left messages for her but she never return any of my calls. It is frustrating cause i want to get into an agreement as to how i am going to settle my account but i am not getting any help. Please assist.