Pathetic service MELANIE

We had made a payment arrangement as my wife was on maternity and Melanie contacted us and did so for 3 months so the first 2 months we paid in full and on the 3rd month only paid 50% and asked since we only used the facility once could we extend it and she said it's possible we will do that. We then spoke to some other idoit last month and paid the 50% and told him to extend and he said he will do that since we not in arrears. Now the full amount went off and this idiot melanie who said she will extend it suddenly cant remember anything. She is absolutely pathetic and useless. We will be reversing this debit order and not paying anything at all