Failure to compile to the clients promise

Good day, My mother bought a washing machine and a bed at Lewis Odendaalsrus 4 years ago, she was paying R860 of which the other one they said it's for insurance. Since 2022 my mother has been complaining about the machine that is nolonger working right, and that the mattresses are not in good condition, she was told that they will come and collect the items since she's paying the insurance. Until today the items were not change, now they are insisting that she should continue to pay the remaing R5000 that is said it's for arrears, how does she pay if she has been paying for insurance that is not helping to fix her problem