poor service

I just want to find out why is my account listed with the balance because even when it was under Capitec it was not listed with the balance .I want to settle your account but because of the listing in my profile with the balance instalment I am unable to get a credit which I want to settle you guys how is possible for a person to pay instalment of R69152.00 while she is not even getting 25% of the amount .I have been querying this for years but i am not getting any help every time they will refer matter to a different person with no valid reason