Pep stores is useless

Good day all so the last 3 times i try to phone pep stores or use they WhatsApp line its been a nightmare all i wana know is how much i owe and then they ask security questions which i think they decide when you pass and when you fail so the first i pass the 2nd time with the same questions and same answers i failed then they say i need to send bank statements and my id so i didnt a day or two later i try the whatsapp line and my account is all of a sudden unblocked today yes2i message then again and i failed so i dont understand is i give the same answers why do i get blocked imnso tired of pep i just wana pay the account and close it cause just to ask 1 question so i can pay them or give them money they make life so difficult i do not have the time for a store like pep to give me ao much problems when ita me that wants to give them money pep stores really needs a new system or new management or something cause this is frustrating my credit score shows im a month behind on payments but yet i paid the full amount in the June 28 now my credit score dropped thia **** is not on