account that was not decreasing

I bought a sony 42inch LED HD screen 2012 I paid normal instalment as per contract. I was paying insurance of goods insurance comprehensive of 67.93 and 62.50 life insurance that I was not aware of now when I check my statements. Then I lost my job I then went to report that I lost my job and gave them the proof.. nothing was done about insurance to pay off. I them made arrangement of 600. I was left with amount of 3500 but was not decreasing. When I make a query they will tell me is just holding my tv not to repossessed. I then called head office they put me pillar to post ask for explanations with no luck. By right the account was supposed to be paid off by insurance. The account is suppose to be finished . I feel they owe me, but this year was called to pay off the tv, I them asked about the 600 I was paying. Was told they don't have records anymore since the store is closed down.