Bad service

I have been trying to make payment on a loan account for almost 2 years. I was under debt review and decided to exit and pay my own account after numerous visits to different branches and contacting the call centre no wanted to accept my payments in the mean time the arrears went up and im expected to pay yhe arrears even though i was always willing to pay. I feel that its so unfair that that i have to pay thousands extra due to *********** staff.