help? what is that???? take off any amount its ok - right???

acc was over due and was handed over to nu debt according to telkom call center - i call nu debt they dont know who i am(cant pick up my id or acc number)???? they say the ref on my bank acc is not theirs and telkom took it off my account?? have to call telkom back - they can not send me my T&C's where i signed for this type of payment to go through! they dont know anything and cant help me! what the hell must i do if telkom cant help me nor nu debt!!!!!!!!