Woolworths ignoring account query

I opened a Woolworths account in 2001 and all these year have paid it diligently. Early 2024 I lost my job and was unemployed for 6 months. Needless to say account went into serious arrears and eventually was handed over to MBD attorneys.

I made payment arrangement with attorney and they have been deducting the agreed amount every month.

I couldn’t access me statements until recently. So end of May I knew the attorneys would deduct and I paid the difference directly to Woolworths to get account up to date. What I later realised is my account is still showing overdue and furthermore reviewing historical statements, the debit order from attorneys not reflecting.

Now much airtime later Woolworths account redirects me to the attorney. MBD and Woolworths explain that my account was sold to the attorneys. I ask for a statement and if they can confirm balance. The consultant, even though I asked a few times, kept confirming she would email my statement with correct balance.

I followed up daily by email and still have no visibility of where my payments have been going to. Woolworths refuses to help because debt is sold. Yet on the statements it is Woolworths charging the interest on overdue balance when in fact account was probably up to date a few months ago.

Is this a matter for ombudsman or credit bureaus? Are these attorneys legal establishment? I wish someone could help. I have in the meantime stopped the debit order but bank explained they could still deduct by changing reference, so short of having to change banking details.