Inconsistency and day light ******* to loyal customers

I dont know if anyone is able to assist. I call this service every month and today I got a call from a lady who told me I made 23 arrangements and have never honored my arrangement mind you my phone records conversations,. 23!. My drama with this account started in May 2021, my errears was R11 054.00 they were due by 15 May so before 15th on 8th I paid R16 000.00. Which left me with a credit of R4956.00. I called and confirmed this and some lady confirmed for me that my account was in good standing. On top of my credit end 28 June 2021 I paid R5000.00 as that was my instalment for the month. Mind you I still have a credit of R4276 and this credit shows on my detailed statement and not on monthly statement not sure how or why. In July 2021 I paid R4000.00 instead of R5680.00 which will leave my credit at R2592.00 in August 2021 I paid R3700.00 on top of credit of R2592.00 which will leave my credit with 684.00. I dont know who does the accounts I dont know anymore who to speak to who will fix this account. This lady that called today tells me the bank wants R20k now she is not willing to listen. me calling monthly for this account is not her interest. she wants to take the car that I have paid close to R300k thus far.