Poor customer service

Mafori finance assisted me with a loan which I am grateful for, however, I am not happy with the extra R 2500 that I pay for that I do not know of. I have called so many times for them to explain the R 2500, I have been told that it was for the ITC fix, I then asked for the proof that the other creditor has blacklisted me because I know and understand the credit report and I know mine like the palm of my hand, till today I have never received any explanation and I am still paying for that R 2500 extra, I used to call them every week to get an explanation uf I would always be told that someone else would call me but that never happened till I gave up. I still would like to know what is the extra R 2500 that I pay for and would like Mafori to update my credit report every month after receiving my payment.