Balance dispute

The service is appalling, my name is Thenjiwe Mdlalose ***, and I've had it with Ackermans and their poor service. I keep paying for an account but they're not updating the balance, instead the balance remains the same even though I am paying more than the installment. My balance was about 600 in December 2019, I made a payment and still no change, then I was told that I have insurance on this account, by the way the insurance was cancelled in 2018.. Thereafter I made a payment again yesterday 5 May 2020, still the balance is the same, and the lady still tells me about insurance that was cancelled in 2018. The service is appalling and disgraceful, or maybe this is how they treat their old citizens with accounts? Fix this before I take it further.