Absa Home Loan not getting back to me

I Have been trying to get feedback from ABSA Home loans for quite some time , 1st i wanted to know about my interest rate as i do not see the -0.25% interest rate on the mortgages loan statement i received . Now i have been querying on a call that i made to absa last year where i was advised that upon registration an additional benefit of R5000.00 will be paid to our Absa account , the same account our home loan is being debited from . i have called numerous occasions and once transferred i get cut off , i have sent numerous mails and im just getting one liner mails and no one is answering me . I would like to know when we can expect our payment , also i would like the call recording to be sent to me .