POOR SERIVCE MISLEADING INFORMATION

I have an account with this store, my instalment was r1600 and some odds due to financial difficulties i contacted the store asked if it was possible for me to reduce my istallment to R1000 as i was having financial difficulties at the time i was told yes No problem madam "but to my surprise i received a final demand letter that said my account was i arrears i was choked cause i asked the lady if reducing payment will affect me somehow she said NO i went to the branch because i wanted to increase my installment as i was now doing a little bit better ,the lady told me that it would be a problem because head office might deduct twice meaning the new debit of R2000 and the current of R1000 she said i must rather come pay cash every month then the arrears will reduce but i am so shocked because she said no your account is in good standing no need to worry it caused confusion yet again , i the said ok let me buy a bed she said no you cant because of the arrears i felt misled confused and taken for a fool , i will no longer refer people here i tried my best to contact head office but i would hold for long , i even completed a online call back request but till today nothing , i received a message that i must collect my birthday gift as a loyal customer i phoned Onces again i asked if i can send my sister they said yes she must bring along my id when she got there she was told i collected my gift this store is full of lies and misleading people , to my understand i was supposed to pay like 4 extra month and i won't fall in arrears but now they handed me over as a slow payer i am very disappointed with this store like no one went the extra mile to help me out they just said pay it up i love the quality of their products but no i feel like nothing because now my account is in arrears and i must just pay R11 000 to make it even like i was told in order to buy more and keep good record i want to know why was i thrown under the bus. Very very poor service i must say i need this to be cleared so that we can go on with our lifes.