Russells complaint

Very disappointed in the customer service I got from a sales consultant at phumulani mall. I bought a washing machine on credit and I was told that when my contact ends at work I can come with the necessary paperwork for them to cancel the debt/remaining money I owe them and for me to qualify for that, I have to insure the washing machine of which I did. Couple of months down the line, my contract at work ended and when I went to russells with the paperwork they had told me to come with, they told me to also bring an affidavit from the police station stating that I am currently unemployed. I went back for the second time and they said I'm not covered by the insurance so I have to pay the remaining amount otherwise my machine will be repossessed of which it was. This is completely absurd, sales consultants should not make a mockery out of customers by giving them false information just because they want sales. If this is how this business operates then it has lost me as one of their customers for good