Bad service

Homechoice service is the worse ever, I placed an order in November which I didn't recieve, if track the order on thier app it's say went back to homechoice no one advised or phoned me about what happened, I am the one who phone them and ask them to cancel the oder so I can know how much I actually owe now. How am I suppose to pay for monthly installment if I don't even know how much is my outstanding balance, I don't see myself buying anything again from them.