LIVID, DISAPPOINTED,INCONVENIENCED!!!

Good day. I bought furniture a bears and now I made a final payment of the outstanding. Today I went to collect a statement to show that I do not owe them. The consultant said they offline .mind you its in the morning . Then later on in the afternoon around 4 . Then the same lady still doesn't check but she comes from where she comes from to say it's still offline. I feel as if I have waisted my time and effort . At least if she had checked then it would have been something different. What's happening to bears customer service . Is it how you train your staff to do.