Unhelpful staff

I am utterly disappointed by the service I’m receiving from Telkom. I took a contract phone in October 2021, they deduct only 3 months they then stopped. I have been paying by hand from Jan 2022, my issue is that their records reflect arrears on my credit report. I am so frustrated by this situation because their branch staff at the Eastgate Mall is not very helpful. I spoke to a lady by the name Roseline who promised to assist but she is also ignoring my emails.