Cancelled lay-bye without my knowledge

Last year June 2020 I did a lay-bye for 12 months for an LG component system ARX10 and have been paying and communicating via email with Gift Mamabolo and Puleng Tsikoe sharing payments updates

Today the 10 June 21 I call Russels customer care to find out the total balance of on my account as both Puleng and Gift are not responding to their emails not sure if they are still working for Russels. I found out that my Laybye was cancelled. I just want to find out why my Laybye was cancelled? Whom did you inform that you are canceling the laybye? Why cancel a Laybye that has credit in it last payment was done on the 2 May 21?

Since well Russels decided to cancel my lay-bye without my knowledge regardless all the efforts I took to up date them on my payment. How do I claim my money back.