Sheet Street - ***** Process too Slow and Lengthy--Unfair on Consumer

My Account has been paid up since December 2021. I receive my Feb 22 Statement and notice purchases made and my account maxed. Called the call centre and was advised that purchases were made at 4 different malls in JHB on the same day. I live in DBN. All documents requested were sent to Financial Services. I now have to pay the R810 instalment and wait 30 to 60 days for them to resolve. Why? I refuse to speak to an agent - plus I have to wait 24 to 48 hours for a reply. Can someone competent from Management please call me to resolve.