Very poor customer relationships

I had a credit on my account, then made another payment which placed me in a positive 10000 balance. then all of a sudden i owe Edgars almost R5000. I have been on the phone for hours and people would have called me back and non happened. Nobody seems to be competent to help me with this. I did not make any purchases on my account. I wil not pay a sent until i get a full statement for the last 5 months