Slow service

I was behind with my catrack so i kep getting calls from collections to make payment -O amde arrangements that I will pay R250 howevere i was recently told i was in credit -A lady by the name of Thapelo was assisting however I have had no joy with the query regarding the credit amount .it cannot possibly take more than 24 hours to review an account provide feedback I have sent numerous emails but no response and I am tired of calling

I need feedback on the matter urgently -