No call back from management

I am a new account holder at woolworths. I received my first statement today. I called customer services on 15 February 2025 between 12:00 and 12:45 to dispute my installment because I believe it is to high considering the outstanding balance on the account.

The consultant was unable to give me a reasonable explanation so I requested to speak to her supervisor. She came back to the phone told me that her supervisor was not available at the stage and she will ask the supervisor to call me back.

It is almost 5 hours later and I did not receive a call back yet. This is not acceptable.