Poor account management

Called Woolworths contact centre on the 21 of jan 2021 spoken to Redani was advised by him that I will get a call from an agent who can speak Afrikaans from Woolworths to discuss my account. Until this day I didnt get any call back I've never had a a credit card my Woolworths now I have a credit card that I never got that I need to my as well as my normal store account . I dont receive an post from Woolworths . I'm referring to account balance from 2016 which was R22710 .86 and I never spend more then R3000 on any of my accounts my installment is R400 which I've paid . On the 25th of oct 2016 and the account balace is R8931.52 afer paying R500 in that particular month which doesn't make sence , difference of R 13779.34 . On the 25 nov 2016 I've paid R500 and then the account balance is R6262.23 , again another difference of R2669.29 . In 2017 Feb the account balace is R24564.28 paid R550 and in 24 march 2017 paid R600 and the account balace is R20521.03. On the 20th of Jan 2021 then I've realized that the balace isnt accurate as I dont monitor the balace due to not getting statements , the balace was R10004.22 after I always pay more to what my installment require .