Pathetic service

I opened a Truworths last month, I was requested to purchase an item to activate my account so I did an online purchase which a wrong item was delivered to my house, I called Truworths Callcentre and spoke to Lulutho who verified my details, I explained what transpired and she dropped the call on me. I waited for 15 minutes hoping she’d call me back which she never did, I called back and spoke to a gentleman ( I didn’t get his name) had to explain my story again and I than requested to speak to Lulutho and he advised she was on lunch, I asked the guy to tell Lulutho to return my call with a solution which she eventually did after 30 minutes. Lulutho advised that the wrong package which I received will be picked my from my place in 48 hours which never happened, I made follow up calls Truworths cause I needed the item collected which it was eventually collected after 5 days. I received an sms from Truworths on Thursday last week advising me of an amount I need to pay as my instalment of the item I’ve purchased, so I called Truworths Callcentre and spoke to Asenathi explained my story and she said the sms was sent error I shouldn’t worry about, I than requested something in writing with confirmation of what she just said cause I honestly don’t want this to affect my credit score, she said she is not sending any emails as their calls are recorded she will do no such, I pleaded with her as I’m a new customer with Truworths it’s unfortunate that I’ve received such undeserving service which I didn’t do anything wrong as a customer so I requested to speak to her team leader, she placed my call on hold for 30 minutes and came back to advise me that her team leader said she is very busy, she won’t be taking my call nor calling me back. I should wait for the email confirmation and I should respond to it if I have anything I wish to say. I requested for the team leader name she said it’s Pamela Joshua, I again asked asenathi to please Pamela to call me back, till today she hasn’t called and I haven’t received the email I was promised. I called Truworths Callcentre again on Monday and requested to speak to Lulutho as she has the background of my story and to find out why do I owe Truworths for as I didn’t receive what I ordered and I requested for the wrong order to be collected from my house also advised her I want to cancel the account. She advised she will log the enquiry to the creditors, she won’t be able to close the account as I still owe for the purchase I made, she placed the call on hold for 20 minutes and than dropped the call me again, she never called me back again. I’m frustrated with the service I’ve received from the store who packaged the wrong item and the Callcentre whom todate hasn’t been able to assist me, I did my do diligence as a customer yet I’m treated like a number and not a human beings, I still don’t understand why and how I owe Truworths and their customer service and their leaders seem not to care about us as clients especially new ones. Calls are being dropped as soon they get frustrated of you explaining yourself, calls are placed on hold for no reason, team leaders refuse to speak to you cause they are busy with their work, what about me as a client a new client? I keep calling the Callcentre for assistance cause I’m unable to visit the store, all I want is cancel this account, I need someone from Truworths who is willing to assist me with that urgently, the service is pathetic, I don’t ever want to deal with Truworths ever again