Arrangement in Writing Ignored

My Wesbank account is currently on Debt Review.I received an email from Isay Daniels Wesbank Debt review dep saying that my Wesbank acc is in arrears and I need to make a payment. As per my agreement with Isay I informed him that I will make a payment latest the Friday 4th March, as I'm waiting for money that was transferred to my FNB account to show. No response received. Another mail sent to him asking for a breakdown because all of a sudden my account is now tripple in arrears. Eventually a resonse received saying, \Your account is not with me anymore please contact the collections department\". I was not even Informed by Isay that my account was or will be handed over! (I would not have known if I didnt mail him) How is it possible to handover my account for collection if I made an arrangement in writing. Every monthly payment made was more that what I had to pay, and now that my account is in arrears its immediatly handed over, not taking into consideration the extra paid on my account.I'm not satisfied with this service I received from the Debt Review department, my arrangement in writing was not taken note of.I would like to have Management looking into this soonest."