Mix up again

I called on the 1st arch to query why the interest is more than the monthly payment and was told that it is not correct but cannot be corrected... I then asked for confirmation that I called by email but was told it cannot be done. I have also asked if the account can be changed to a flexi account but was told that it cannot because the account is under review. However, I have paid of a big chunk of the home loan at once but that does not count apparently. It will not be taken in consideration even.