Bad service

i have an account with homechoice, instalments have been going off every month via debit order. then in November 2018 an arrears amount is added to my account. there isn't anyone competent enough to explain to me where and how the amount appeared. I cancelled the debit order and made cash payments for November and December until I can get an explanantion as to why the account is in arrears. I posted a comment on their facebook page and Olwethu called me back and no one but no one checks contact history before phoning. me with every call I have to explain what the problem is. She was suppose to check and come back to me. When she called back and I didn't answer fast enough she posted on the Facebook page they tried to call me but was unsuccessful I rep**** on the same day a few minutes after she posted to say I'm available , guess what to date no call back. I get call from a woman from accounts department from an ********** 220 number informing me of the amount I need to pay. when I told her I'm only prepared to pay the amount due without the arrears until it is explained to me. I asked her to wait while I open my accounts so that she can explain to me where the arrears came from she hung up the phone. So now I'm seriously upset with Homechoice and there level of customer service. Is this treating the customer fairly, I think ive given them the benefit of the doubt for long enough now!!! ill pay the amount due not an arrears amount no one can explain to me!!!