Balance is not going down

Bad service, balance not reduced extra fees and i called their customer service that had no clue, called twice and both gave me different amounts, first i spoke to Sinazo who told me that i pay the bank, the service fee and the actual installment (R261) after, the second consultant who is Boniswa told me i have to pay service fee which is R39 then installment of R251, the balance is still the same as last month. How is this possible?