Inability to understand requests and rectify account problems

For a few months I was receiving invoices advising that no minimum payment was due on my Edgars account. I continued to pay roughly R500 / R600 per month regardless, knowing that I had a balance on my account. Then around July / August 2024 I received a statement with a minimum payment required, but when checking the account I found that I was still being charged for a mobile phone that was purchased roughly 14 months earlier and that was supposed to be paid off on a 6 months interest free plan I sent in a request around 15 August to query the old cost, but also asked that the amount be transferred to my revolving plan instead, as it would require a lower monthly payment. The Edgars representative, Mbulelo, subsequently moved my entire balance onto the 6 month interest free plan which sky rocketed my minimum monthly payment. Every follow up email has proven to compound the problem, even though it was such a simple request. The emails received were also very condescending and showed a lack of communication and comprehension skills For two entire months I have struggled to get the balance moved back to the revolving plan, which was a simple request that is apparently almost impossible to do. As of today, almost two months after my first request, I still have the problem of the balance being reflected under the wrong plan and I am now receiving threatening letters from Edgars for lack of sufficient payment, which is a problem that their own staff caused and compounded

How difficult is it to follow a request?