I am not happy please fix this!!!!!!!!!!!!

Complaint Against Bears: Incorrect Arrears, Unjustified Refund Reversal and Poor Account Management I am laying a formal complaint against Bears (WYNBERG BRANCH) regarding the mismanagement of my credit account, the refund I received, and the subsequent reporting of my account as being in arrears despite my consistent payment history. In September 2023, I opened a credit account with Bears and purchased a bed and a microwave on a 36-month credit agreement. My first instalment was deducted on 27 September 2023. Since opening the account, I have made every monthly payment without missing or skipping a single instalment. On or around 25–28 November 2025, I visited the store to enquire about my account because, according to my calculations, I believed I was approaching my final instalment. I was informed that my final instalment would be in April 2026. However, deductions continued beyond April 2026, with further instalments deducted in May and June. I subsequently visited the store to query why money was still being deducted when I understood that my account had been paid up. During that visit, I was informed that my account had been paid up and that I was entitled to a refund because deductions had continued after the account should have been settled. The store processed a refund of approximately R1,600 for the two instalments deducted in May and June 2026. What happened next is extremely concerning. When I checked my credit profile on ***, I discovered that my Bears account was reflecting as being in arrears. I returned to the store to ask why my account was showing arrears when I had never missed a payment and had already been refunded after the account was checked. I was then told that I should not have received the refund because I was apparently still owing money. How can Bears first check my account, confirm that I am entitled to a refund, and pay that refund to me, only to turn around afterwards and claim that the refund was not due to me? I sat down with the store representatives while they checked my account and payment history before the refund was processed. I have always ensured that my instalments were paid, and the deductions from my bank account serve as evidence of my payment history. I also do not understand why additional interim interest or other charges would result in an outstanding balance when the total credit amount and repayment arrangement were communicated to me at the beginning of the agreement. I need a clear, itemised explanation of how my balance was calculated and why my account was not closed when Bears indicated that it had been paid up. I find it unacceptable that I am now being pursued for an alleged outstanding balance and my account is reflecting as being in arrears when I have consistently honoured my payment obligations. If there was an error in the calculation, refund, or closure of my account, that is an internal administrative issue that needs to be investigated and explained properly. I should not have to suffer the consequences of contradictory information and possible errors in the management of my account. What I want Bears to do: Conduct a full investigation into my account from September 2023 to date. Provide me with a complete statement showing every instalment, interest charge, fee, refund, and adjustment applied to my account. Explain in writing why I was refunded approximately R1,600 if Bears now claims that I was still owing money. Correct any inaccurate arrears information reported to the credit bureaus, including ***, if the investigation confirms that it is incorrect. Provide written confirmation of my actual outstanding balance, if any, and explain exactly how it was calculated. Stop pursuing me for any disputed amount until the account has been properly investigated and the supporting calculations have been provided. If my account has been paid up, close it and provide written confirmation that it has been settled. I have done my part by paying my instalments consistently and honouring my agreement. I deserve transparency, accountability, and a proper explanation instead of being given contradictory answers. I want this matter investigated and resolved urgently. I also want my credit record protected against any inaccurate reporting resulting from errors in the handling of my account. Bears, please explain how a customer who has paid every instalment can be told that their account is paid up, receive a refund, and then be told that they are in arrears because of that very refund. I expect a clear written response and a fair resolution.