Bad service

I got an account at Lewis stores Springs branch I am doing payments to them via debit order debiting my account each and every month but not allocating accordingly and now my account is in arrears not knowing why because I am paying every month and I am handed over to credit bereaus and blocked me from opening credit with other stores . Yesterday on the 20.12.2021 I went to the store to ask what are they doing with my money the store manager was very rude and arrogant she didn't even want to help me she doesn't even know how are the employees allocating the money I had to pay another money to clear the arrears on my name on top of what they are debiting every month . When I asked the store manager when will my name be removed from the credit bereau because am not owing Lewis anything she said she doesn't know in rude manner . Lewis stores had bad service towards their customers and they are playing with people's money and giving their customers a bad reputation .