Game store

My wife got a credit card from gave in 2018 with a credit limit of R10000. She took a Tv roughly R8000 in 2018 December and some groceries. The account has been debiting from Jan 2019 around 550 to 600 per month . Even now they are still debiting 530 every month till today. Every time she calls the customer care line she is being told she still owes 5000 rands the amount is not changing at all . She was told its a recurring account. Amazingly the amount does not reduce we are in 2021 now and still paying. Any recommendations please help