Terrible Service

My sister got a fridge on credit early this year. When she wanted to settle this month, we didn't understand why the settlement was so high. We have been sent from pillar to post, and nobody wants to help us with a statement. We need a statement that shows the account from inception, including all of the payments that were made, until the last settlement amount. Is that too much to ask for??? When we ask for a statement, we get a printout of the profile. Do you guys not keep record of all transactions that happen on account? Unbelievable