What’s the point of call center

I want to know why my account has been handed over to collections?! Firstly the only reason those 2 debit orders didn’t go through was because an idiot at FNB private banking swopped all my debit orders and didn’t swop my salary. No fault on your end here. I had given the banker a month to correct this and when it still wasn’t done I contacted Audi FS and spoke to Christopher about paying in the outstanding amount. Christopher was clearly of no help. I then received a mail indicating the overdue amount- I responded to this mail to say please collect an additional R1500 with my repayment and I will pay in what I can over and above that. Received confirmation that my mail was received. Again, clearly nothing actioned here. At the end of the month when that additional amount was not taken, I then called the call center. The lady I spoke to put me though to someone who said they’d call me back. I called again later that day when I was not called back. The gentleman I spoke to said he can’t help me and said I would be called back. I haven’t received a call since first week of March and now I get a text to say my account is handed over?! I have made numerous efforts to try sort this out and you’ve been of no help. This is my name and credit record you are messing with!