Rude consultant and inconsistent information

Good day, the level of unprofessionalism or rather the lack of is appalling. I spoke to a gentleman by the name of Tshepiso in the debit order/payments department regarding an account that I paid off on the 24/06/2020. The balance paid was R8700. 29 this is after my account was debited R2500 and some odd. To my surprise the account is still owing R970 and I was told that to settle I had to pay the R8700. 29, what's more annoying is that I don't get straight answers from the Consultant and apparently I won't be getting any feedback or a refence for the call.. so I have to call back and hold 38 minutes before I can speak to anyone. This is disappointing because all I want is a paid up letter as I paid what I was told is due at the store in burgersfort.