Horrible Service / Untrained Staff / No business ethics

So i was in arrears with Capfin, they called i asked for a settlement amount which the guy gave me and sent a text however he said he can will split the payment which is the installment and the settlement amount. To my surprise i received a text saying i owe R69 from then the consultants keep calling now the amount went up to R300. Each time i explain to the consultants what happened thats it's their fault they didnt take the whole amount they need to apologise for the mistake we move on. My issue is the uns****ed staff giving wrong information which is now costing me. Why is the staff not escalating the issue to the managers? now i feel they did it on purpose so they keep charging me interests. I have screenshots showing the balance in my account before and after, there was enough money and the consultants keepa saying they see the mistake, i am being harrased for a mistake Capfin did, they dont want to apologise why?