Foshini can't assist when you ask them but are quick to take payments

I've had my account for many years and this year I went on maternity leave. I phoned customer services to make payment arrangements and they couldn't assist me. They said they can only make arrangements if your account is in arrears, so my account went into arrears. I've asked them to put my whole balance over 24 months, which I've asked several times. Each time the person told me that it hasn't been done and that the person will do it and will make a note on the system. Yesterday an agent for them phoned me again and they still haven't done it. They keep on charging me for the phone calls, letters etc. Why can't anyone do their job. I'm sick and tired of foshini. I regret having an account with them, I'm sure I had it for 10 years or longer