Memorial Hermann messed up my payment plan and sent my bill to collections

Hey all,

I was on a payment plan with Memorial Hermann. I received a lapsed payment alert and called to give them my updated card number and paid both the past due bill and current bill. I received an alert in January that my account was passed due again. I called the number provided (again) and gave them my debit card number, verifying that this is the preferred payment card moving forward. Once again, I paid the past due bill and current bill to ensure I was squared away. Today, I received a notfication stating my bill had been sent to a collection agency due to delequent payments in August, September, January, February, and March. When I called, the original person was very defensive and rude, so I escalated. The supervisor that took my call immediately asked if I had stated that the card I provided in November was my preferred method. I said yes and requested they pull the phone recording from both dates I provided to verify. When I mentioned this, they stated I had done everything I needed to on my end with communication and payments. They stated that collection agency was actually their own Memorial Hermann agency, and that it would not have an impact on my credit unless they sent it to an outside collection agency. They confirmed they would try to bring the bill back into their department, so I could continue with my payment plan.

Has anyone experienced this? Are there any additional steps I should take besides documenting date/time/employee/summary of phonecall as I have done in my previous interactions with them?