TAKE FULL ACCOUNTABILITY FOR YOUR WRONG INFO

My 76 year grandmother has a account with them. She missed a payment in June 2014 and were in areas. I am responsible for the payment now. I increased the installment to R1200 from January to March to cover the areas. I then again increase the installment to R1400 from April to July. 02/07 I spoke to Moloi who assured me that on the 25th of July would be my last R1400 and the account will be up to date. Today (14/08/2015), I got a call from a rude Nontokozo who said my grandmother is still in areas of R1059. I told her that that its impossible as discussed with Moloi. She became rude and hung up the phone. I then called again and spoke to Lebo Mothekgwa who also said my grandmother is in areas. I disputed that as I have already paid an extra R1100. Even if I accumulated an interest, it cant be still R1059. I requested a conversation with Moloi. I was transferred to Lebohang Makhetha who then said my grandmother NOW missed 2 payment. Now when I request the conversations, they tell me to go to the branch. They must take full accountability for the incorrect information that they gave me. I was under the impression that I am only paying 1 month's areas.