Poor service delivery

Ampath handed over my account to Vericred I was told that the total outstanding balance including their collection fee will be R3160 . I’ve been paying this account since last year September but the outstanding balance is not going down instead according to them am incurring interest because am doing an EFT I was supposed to do a debit order . Me being surprised I asked questions and the lady by the name of Lorraine promised to call me back once she has spoken to her supervisor. Did she call back No am the one eating my money calling asking to speak to her leaving messages for her but the lady is definitely not willing to return my calls. A lady by the name or Rixongile tried assisting but she couldn’t because she also confirmed that she’s confused as to what’s happening instead of the balance going down it’s going up . This Lorraine lady is not willing to assist me and I’ve wasted my time and money calling almost everyday wanting to speak to her. When they transfer the call it lands on someone’s desk she’s either avoiding me or doesn’t want to fix the mess she created .i will be escalating the matter to the debt collector’s council because I refuse to pay for unnecessary bills . I promised to honour my monthly obligations and I’ve been doing so but your service delivery is very poor and disappointing