Awaiting feedback

I called in a few months ago to make an arrangement on my account and asked if my balance can be rescheduled to a 36 month term, I spoke to Andrea who advised me that since I already made a payment for February I just need to make a payment for March and April for the amount of R 940.00 then she can assist me with the rescheduling, she took my number and said that the rescheduling will happen automatically and I will get an sms when the plan has been changed after my payment in April I called in and spoke to Kaylin who advised that she cannot assist me I need to speak to Andrea again, I left my number however my call was not returned only after my 4th attempt of calling I spoke to a very kind gentleman called Robyn who went the extra mile and even returned my call and said he would assist me he explained that I need three consecutive payments of the same amount so I need one more payment before they can assist rescheduling and that after the third payment I have to call in again, I asked to speak to a team leader and spoke to Ziyanda I asked for a copy of the first call that I made a few months back where I spoke to Andrea to be made available to me she said she will listen to the calls and get back to me it is two weeks later and no follow up, I want urgent feedback as to what changed from the first call to the second call, has your credit policy or collections policy updated if yes that should not affect arrangements already in place, was I given the incorrect information on the first call, how will this be rectified?