Appalling customer service

I am unhappy about your teams lack of empathy, customer service and the disrespect experienced from your team to say the least... My experience with your team has really been undesirable... This is my complaint, I hope and trust that this will be handled accordingly...

In 2019 4th October in Woodmead I took out an account with Rochester and was advised that I'd have two options of settlement if I take out anything with your store... First being a 12 month and second being a 24 month settlement with interest... I took out a bedroom suite with Rochester that same year and have been paying instalments of R1188. 82 since my first debit order date of November 2019...Today I decided to confirm my settlement date and amount and was told about a future date September 2023 and a balance due of +-R20 000... This confused me a lot as this means my contract and what is actually happening with this account is 2 different things... I am still very confused as your customer service team has provided minimal support and understanding in this matter...

I spoke to Regan, the store manager in woodmead telephonically... Although he didn't have the information I needed he was very helpful and advised me to contact Head office... After contacting Head office I was redirected to a very discourteous and impolite man by the name of Thabiso Ramankge... This man was unprofessional and repeated addressed me as if I was someone he knew off the street... I had to keep reminding him to address me accordingly as he was speaking to a customer... He even made comments and remarks in between our conversation that elevated the frustration and confusion... I don't think this man has been properly trained please listen to the conversation between us...

So now I am back where I started, clueless about the break down of my settlement and calculations as no one seems to know about this since using a "new system"...