No communication

I was promptly alerted by SMS that an external consultant will contact me wrt my loan account, when I queried this I was told that I have no loan account which is absolutely true! However when I queried further, it was made known to me that I will have to pay R797.94 in bank charges for an account that I do not even use. I had called prior to this, months ago may I add to close both my cheque and credit card accounts and was told that it would be done only to now find out that I cannot do that over the phone and would have to go into a branch. Firstly why has no one contacted me wrt these charges I am meant to pay? Secondly why is an external consultant contacting me? And lastly does Standard Bank not check that an account holder is notified that the account has gone into arrears or was I going to be in the "negative" until someone caught this?