Pathetic service from Edcon

I contacted Edgars customer care numerous times to recalculate my installment. I know that in order to do this my balance is supposed to be twice the installment amount which it now is. Every call is the same answer, we have noted your request and will escalate it to the relevant department. When I called I asked to speak to someone in the accounts department so where will my query be escalated to? Another issue is, every other time I requested this, it was done immediately and would reflect on my account immediately. Why is there a problem now. As a customer, you have to deal with pathetic service from Edgars, this is why they're having problems.