Woolworth bad experience

I am very unsatisfied with Woolworth and the way they handled my account. Normally you are only allowed to repay an account in 18months max. I am paying back debt now for the last 5 years with no end in sight. I have not used this account for 5 years. Woolworths CAN NOT PROVIDE me with a detailed account, and the accounts department ignores all correspondence. I am at my wits end.