Account query

I bought an appliance in December using my Rcs card. When I received my January statement there was a query on my account. I phoned numerous times since January and the consultants every time tell me they will escalate the query to the specific dept. and then they also promise me that the supervisor who's name is Jamie, will contact me back, which up and till now I'm still waiting. What makes me upset is, just miss a payment they quick to phone you.