PAYMENT DEMANDED AFTER DOCUMENTATION SENT WITHOUT ANY COMMUNICATION

I was retrenched at work due to economic changes as a result could no longer afford to pay my monthly installments for vehicle finance. My account was handed over to Macroberts attorneys. I requested to apply for a payment holiday as I was waiting to start employment. Macroberts advised they will send me a link to upload the requirements documents online which I did however there was an error message preventing me to submit. I escalated the case to them and they said they will inform Standard Bank. I waited and waited then I followed up and they said u should email my documents which I did. To my surprise on the 24/01/2020 I received a call from a guy by the name of Ndumiso Msomi who said I needed to make a payment of R8400 before the beginning of a new month otherwise my vehicle would be taken. He said he was calling on behalf of Top Investigations. I contacted Macroberts to enquire about my account and they said it had been handed over back to Standard Bank. No communication was sent to me in writing or email with regards to this. What is going on? Is this how you treat customers?