Failure to write-off and explain the charges on my credit card-

This is quite unaccepted behavior, I have been following my credit card for almost three years. non of the staff is able to resolve my query however i have been sent pillar to post. I've credit card ending with ******4262, when I check on the statement the limit has been changed almost 5 times then this raised a lot of questions which I have questioned how did they arrive on the remaining balance. then i have been given the reference number *** which was meant to revise the balances and write-off the remaining balance of the credit card and deposit whatever surplus as the account with 46k have been paid almost 80k since the account has been suspended. I've sent all my calculations and the money i have paid. all the staff don't have solution. I have spoke to Vusi from credit card head he promised to refer the account for write-off still I have no resolution. I have already spoke to 15 people which I can name them. this is ridicules. how can fifteen people fail to resolve an issue which I gave you solution? The account was requested for reversal, the statement was requested to prove the legitimacy of my account. this account already received 77725.18 since suspension 2017 which is far beyond the limit and also beyond interest charged. i have been ordered to pay R1800.00 monthly but you never reduce the balance. I'm always told that the comment on the account doesn't make sense. what is it that is not understandable? the account is now with collection for amount of R14936.87. what I'm I paying for? please write-off and give my due as discussed. i had this account for almost 20 years …this is not good at all.