Worse customer service, moretyme ****s

Useless bank with no customer care at all, been sending emails from December, tried calling in but was put on hold for 30 plus minutes, and reached out to them on socials however nothing fruitful came out of it. Bought some goods on their service called Moretym however those goods never arrived and I contacted them immediately. Later, I was told I would be reimbursed for my funds and moretym will be paid off. In November the installment was sorted with no issues and without me even asking about it, in December was different. It was settled to date and am now sitting with installment plus interest including negative rating I my credit score. The installment is now over a month due, tried to contact them on several occasions and all I get is "will escalate to relevant department" nothing comes out of that afterwards. Firstly, they are the ones who are contracted to those stores they listed and entrusted them with their customers. I just need that balance cleared and close off that account if it's gonna be this stressful, can't even put funds in that account anymore as they will deduct it which makes the whole point if having that account useless.