Rent-A-Center review: Billing problems & scams

I have been paying on my washer/dryer for almost 2 years now. Payments had never changed until oct 20202. When I called and talked to the district manager of the store on prince street located in clovis, nm he kept saying that I changed my plan. I told him I never have the option to change it. If I have the option to change something on a contract that was already signed and agreed to why am I being charged late fees? I would like to get this explained because I keep getting charged late fees for an "option" your employees are saying I have when the contracts and my payments have remained the same until recently. Also, I have not been into the store at all since covid-19 started. So in no way have I been into the store personally giving any authorization to remove anything from my contract or plan.