Employee's that have no idea how things work

Good morning all

I hope you are well? Every 24th if the month I pay my account installment R430. This is before the 1st of each month get a have finished paying of the fridge I bought 3 years a go. I have a outstanding balance of R578 which is just insurance cost. I have spoken to the collection agent and manager but the tell me they don't know how to explain the basic breakdown of the chargers. I was referred to a help line and they said they would get back to me in to working days. But nothing has happened yet. Never buy on hire purchase because you end up paying more than double. This is big financial learning experience and don't fall for the extra cash back marketing they do