The accounts department seems to lack sufficient knowledge regarding the payments of outstanding debts.

I informed them that I was aware of my account being in arrears and requested a payment plan. The consultant informed me that I need to pay 40% of the arrears amount first, after which I can request a payment arrangement for the remaining 60%, to be paid off in two payments for March. However, another consultant suddenly informed me that both, March and April are in arrears and that the 40% payment is for the full amount. I had already paid 40% for March, but now she is saying that the amount paid is not enough to cover the 40% of the arrears amount.