Poor communication

I bought a car on credit and I was finance by standard Bank in 2019, December last year was my last year to pay and I do arrange via SMS for paying Ballon Payment, my surprise on January they deducted a lump sum of R64000 some couple Rands for balloon payment but they decline because I was not have that amount on my account, I tried to call them and do arrange to repay Ballon but they said the account is closed. I go personally to standard bank and want to do arrangements for the payment but they told me that the account is closed, they promise telephonically for car ownership to be delivered. My surprise this morning they send an SMS and said they took this amount of Ballon and handed to Debt collectors, I'm a so disappointed and very much disturb.